Technical Solutions Specialist

• With other Customer Success team members manage the incoming customer service requests and respond to customers in a timely fashion.
• Respond to customer queries regarding complex software problems. Determine the nature and likely causes of the problem and recommend corrective action.
• Follow-up with customers as required to ensure problems are resolved or recommend alternate workflows to ensure customer satisfaction.
• When required, liaise with product specialists in other departments to obtain answers to urgent or complex problems.
• Remotely access customer computers to resolve licensing and installation issues.
• Perform troubleshooting and real-time problem solving.
• Offer feedback to the development team on product strengths and limitations based on customer interactions and prospect expectations.
• Become a SME in the use of Catalyst products and technology with the goal of being able to solve problems and assist in the sale of solutions.
• Collaborates with customers and sales staff, via discovery calls, to assess customer needs and product fit.
• Create and deliver technical components of sales presentations to potential customers.
• In collaboration with stakeholders, conceive and execute proof- of- concept projects that show unique capabilities (value proposition) of Catalyst products to clients.
• Analyze customer data to demonstrate that Catalyst products meet the specified requirements, either by traveling to customer sites or through online sessions.
• Demonstrate products, assist sales staff, executes and/or assist in the execution of workshops at trade shows and other industry, client, or partner events.
• Develop a deep understanding of territories, resellers, prospects, and customers, while fostering key relationships to support the team in strengthening connections with customers and prospects in each region.
• Collaborate with the Product Marketing team to develop content for the Catalyst website's Customer Centre, including FAQs, product specifications, and tutorials.
• Participates in writing proposals, responding to RFP’s and submitting unsolicited proposals.

Key Attributes and Skills

• Proven knowledge and experience in using remote sensing techniques for satellite, aerial and radar image processing.
• CATALYST (PCI) software knowledge/experience including the ability to use the tools to solve complex, real-world problems.
• Knowledge of the Python scripting language and development of automated workflows.
• Ability to communicate complex ideas with clarity via verbal and written communications.
• Customer service skills/knowledge.
• Possesses a dynamic, confident personality and is comfortable engaging directly with customers and prospects.
• Capable of working independently, collaborating effectively within a team, and engaging cross-functionally across the organization.
• Is self-sufficient and can perform necessary tasks with minimal supervision.
• Understands selling strategies, including “needs satisfaction selling”.
• Can build compelling demonstrations that resonate with different audiences – from the C-Level executive to the technical buyer/influencer.
• Can demonstrate products remotely using telephone and/or internet platforms.
• Experience in technical sales support of complex solutions involving long sales cycles (1-2 years).
• Experience working in both Windows and Linux environments.
• Speaks, reads and writes English fluently.
• Proficiency in a second language (e.g., French, Spanish) is an asset.
• Ability to occasionally adjust working hours to provide support to international customers.
• International travel may be required.

• University Degree/College Diploma in Computer Science, Engineering, or a combination of education/training in a Geomatics related field.
• Knowledge of a broad range of GIS/Image processing software packages.
• 1-3 years related experience