This remote opportunity is an existing vacancy open to candidates residing anywhere in Canada.
VelocityEHS differentiates its offering in the marketplace by providing service and support that is unparalleled in its industry. Our Support team provides B2B technical support to our customers, who include the world’s most esteemed Fortune 1000 corporations. From manufacturing to food & beverage, from chemicals to pharmaceuticals, our customers use our best-in-class ESG & EHS software solutions to make workplaces safer and more sustainable.
As a Customer Support Specialist, you would be a key contributor. The ideal candidate is an experienced support representative, who demonstrates ownership and seeks opportunities to drive overall customer satisfaction. To be successful in this role, you would need to complete technical troubleshooting related to our software platform, navigate business customer cases, and collaborate effectively with teammates and customer contacts.
In this role, you would also have close ties with our Product and Technology teams as you work to coordinate the resolution of customer issues, and occasionally share product/feature enhancement ideas from customers. You would also work closely with our Customer Success and Professional Services teams as needed.
You should apply for this role if you are energized by the prospect of working with customers on a daily basis and helping our customers succeed with our products and services.
Primary Duties and Responsibilities
- Provide prompt and courteous service to VelocityEHS customers via cases and calls in order to ensure Service Level Agreements (SLAs) are upheld.
- Research and discuss topics with internal experts and/or use our internal Support knowledge base.
- Apply critical thinking and problem-solving skills to troubleshoot customer issues within our software.
- Replicate and document software bugs in a thorough manner for escalation to Product/R&D teams.
- Successfully navigate customer interactions via cases, calls and scheduled screensharing meetings.
- Continually improve knowledge of VelocityEHS’ suite of products and apply that knowledge to solve customer inquiries.
- Proactive communication and follow-up on customer issues, including those that may require escalation to other internal teams for resolution.
- Ensure that customer cases are updated, resolved and documented accurately and in a timely manner.
- Contribute internal content to the Support Knowledge Base.
- Submit documentation and customer training requests to other teams.
- Build and strengthen relationships across teams, including Product, Development, Customer Success and Professional Services teams.
- Drive customer satisfaction by removing obstacles and facilitating their use of our solutions.
Minimum Skills and Qualifications
- Bachelor’s degree
- 4+ years’ experience in Customer Support for B2B software or similar support role
- Experience troubleshooting and resolving technical issues
- Experience interacting with business customers
- Excellent communication skills, written and verbal
- Effective collaboration within and across teams
- Effective team player, quick learner, and self-motivated
- Experience effectively prioritizing daily responsibilities
- Proven commitment to deliver outstanding customer support
- Must be comfortable working 40 hours/week in front of a computer and on the phone
- Must be able to cover an 8-hour shift, Monday – Friday (during Central or Eastern business hours)
Preferred Skills and Qualifications
- Experience supporting global customers
- Experience using case management and ticketing systems (Salesforce, Jira, etc.)
- Experience with technical documentation (internal or external)
- Knowledge of Environmental Health & Safety and/or Sustainability (EHS) industry is a plus
- Knowledge of Environmental, Social & Governance (ESG) industry is a plus
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