Technical Support Representative

Established in 1986, Geosoft stands for integrity and best practice in earth science mapping and exploration technology. Today, Geosoft software is helping to simplify geospatial data access and analysis for improved understanding, knowledge development and business decision-making in industries such as mineral exploration, oil and gas, government, and in environmental investigations and UXO (Unexploded Ordnance) detection.

The company is headquartered in Toronto, Canada, with offices in Australia, South America, Europe, South Africa and the United States. Geosoft's partner network provides additional coverage across the globe. Geosoft provides a quality work environment that is informal but professional, friendly and supportive. The company is employee-owned and has strong living-company principles, which have led to consistent and profitable growth for over 20 years.

For more information on working at Geosoft, please see "Life at Geosoft".

Job Description

Job Summary

The primary responsibility of the Technical Support Representative is to provide functional and technical support to our clients and regional offices. This position is an excellent entry point into a career at Geosoft, with opportunities for growth into training, programming and sales.

Job Responsibilities

60% Technical Support/Customer Service

• Provide accurate and timely corrective measures to clients and regional offices on necessary actions required to achieve resolution, primarily by telephone and email
• Efficiently prioritize technical support requests based on the issues presented
• Conduct appropriate diagnostic procedures to determine issues
• Liaise with other team members to resolve larger issues
• Follow up open support issues to ensure satisfactory resolution and maximize client satisfaction
• Log all call incidents into the call tracking software
• Other technical support duties as required

30% Training and Special Projects

• Assist with product testing and training as required
• Complete research for defined projects on an as needed basis

10% IT Support

• Perform a range of duties in the technical area as required
• Co-ordinate with the Corporate IT Team to support IT in the Australian office.

Other Job Information

This is a hands on position that requires a diverse set of technical skills as well as the ability to keep up with ever-changing technology and end user needs.

Travel of up to 10% may be required.

Job Qualifications

Education & Work Experience

• Post secondary education in geology, geophysics, GIS or a related discipline is required.
• Two to four years field experience an asset

Knowledge and Technical Skills

• Proficiency in PC applications is essential, along with demonstrated knowledge/understanding of computer-system methods/processes and research tools
• Knowledge of and experience with Geosoft or third party products an asset.
• Second language also an asset.

Professional Competencies

• Demonstrated commitment to providing excellent customer service
• Excellent analytical, trouble-shooting and problem solving skills with a focus on quickly identifying and resolving customer issues
• Keen organizational skills with the ability to multi-task and prioritize conflicting demands effectively under tight time constraints
• Strong interpersonal skills coupled with demonstrated verbal and written communication abilities
• Ability to establish effective working relationships and collaborative work approaches with internal and external contacts
• Must be self-motivated and able to work with minimum supervision.

Candidates must be authorized to work in Australia.

Please send your CV and cover letter by email to jobs@geosoft.com with the subject header Technical Support Representative.

Closing date for applications: May 16, 2008.

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