Customer Care Escalation Specialist

Company Overview

OPI Systems is at the forefront of a sustainable grain revolution, merging innovative technology with agricultural tradition. Our mission is to enhance grain management practices that support the core of our food supply, making a significant impact in the agriculture industry.

Summary

As a Customer Care Escalation Specialist at OPI Systems, it is key to delivering first-class support and ensuring exceptional user experiences with OPI products for Channel Partners and end users. This role focuses on providing proactive, solution-oriented customer care via phone, email, and chat on the OPI Blue platform, supporting seamless troubleshooting, and guiding users and technicians through technical resolutions. The representative will utilize cross-team collaboration to address complex technical issues and deliver timely solutions to the field.

A strong background in agriculture or Precision Ag is valuable, as well as familiarity with digital technology and CRM platforms. This position emphasizes building customer relationships through a customer-centric approach and attention to detail in tracking interactions to continuously improve client satisfaction.

The Customer Care Escalation Specialist reports to the Customer Experience Manager and thrives in a fast-paced, dynamic team environment where adaptability and a commitment to learning are essential. Flexibility during peak seasons and a collaborative, growth-oriented mindset will enable success in this role and contribute meaningfully to OPI’s customer support excellence. This position requires candidate to work in office a minimum of two days per week.

Responsibilities include:

Deliver Exceptional Customer Support for Technical Issues
Create and Maintain Resources for Effective Troubleshooting
Customer Support & Data Management via Internal Systems
Embody Core Values and Support Team Success
Requirements & Qualifications:

Education Requirements:

· Post-secondary education in technology field (Diploma or Degree program) preferred

· Ag background is preferred with grain handling and grain management experience a strong plus.

Qualifications:

· 2+ years of experience in Customer Care or a related support role, with a strong focus on client satisfaction and problem-solving.

· Technical proficiency with hardware and software troubleshooting.

· Advanced PC skills and familiarity with CRM platforms (experience with HubSpot is a plus).

· Proven ability to take initiative to improve processes and enhance customer experience.

· Strong attention to detail for accurate tracking and logging of customer interactions.

· Fluent in English with excellent interpersonal and communication skills.

· Eager to learn and open to continuous feedback and coaching.

· Adaptable to changing environments and committed to a customer-first approach.

· Willing to travel for customer support needs when deemed necessary by management.

· Positive, team-oriented mindset that aligns with company values.

· Willing to adjust work hours flexibly during peak seasons, especially harvest time (August – November)

Job Types: Full-time, Permanent

Pay: $15.00-$26.40 per hour

Expected hours: 40 per week

Additional pay:

Bonus pay
Benefits:

Dental care
Employee assistance program
Life insurance
Paid time off
Vision care
Schedule:

8 hour shift
Day shift
Monday to Friday
Weekends as needed
Work Location: Hybrid remote in Calgary, AB T2E 6M8