Customer Support Specialist
07/21/2021
THE OPPORTUNITY:
*Open to remote candidates*
VelocityEHS differentiates it's offering in the marketplace by providing service and support that is unparalleled in its industry. As a Customer Support Specialist, you are tasked with delivering on that expectation. From front-line general inquiries to technical and product support troubleshooting, and escalation management, you ensure we understand our customers' concerns and then surpass their expectations in managing them through to their resolution. In order to succeed in this innovative Customer Support team, the ideal candidate possesses the following key traits:
- Meticulously organized
- A good listener and communicator
- Able to follow through on our customer's individual issues on a case-by-case basis
- Able to work as a team to solve challenges and share successes along the way
- Able to consider the big pictures to attempt to find other potential issues that may not have been reported
Additionally, in this role you will have close ties to our Product and Technology team as you work with them to coordinate the
resolution of customer issues, improve business processes, and present product feature/enhancement ideas from our customers.The Customer Support Specialist should be eager to learn about all aspects of our business and should be excited about interacting with other teams and departments as part of that learning experience. You should apply for this role if you are energized by the prospect of working with customers on a daily basis and are excited about helping them succeed with our
products and services.
PRIMARY DUTIES AND RESPONSIBILITIES INCLUDE BUT ARENT LIMITED TO:
- Provide prompt and courteous service to VelocityEHS clients through our various Support channels in order to ensure Customer Service Level Agreements (SLAs) are upheld
- Apply critical thinking and problem-solving skills to research, troubleshoot and guide customers to a successful outcome while managing their expectations appropriately throughout the way
- Study the ins and outs of VelocityEHS’s suite of products and services until you are able to apply that knowledge to solve
customer inquires - Diligently record all customer interactions in our client relationship management and support ticketing tool
- Initial troubleshooting, documentation, and follow-up on all customer issues that may require escalation to Senior Customer Support Specialist, Customer Support Team Lead/Manager or other internal teams, as appropriate, for resolution
- Work closely with Senior Customer Support Specialist and/or Customer Support Team Lead/Manager to ensure that customer cases are resolved and documented correctly and in a timely manner, with regular follow-up on open or escalated cases
- Assist other internal teams with support on technical matters during the customer life cycle, as appropriate
- Identify and understand customer goals and challenges to provide the best possible path to success
- Identify and appropriately record potential sales opportunities for additional products and/or services
- Address escalated Customer Survey Feedback responses
- Coordinate maintenance windows with customers, as appropriate
- Primary contributor to the Customer Care Knowledge base and document repository
- Ensure documentation and submission of customer training requests
- Assist with new hire training and on-boarding, including coaching for continual improvement
- Help enforce quality assurance standards of Support for Associate Customer Support Specialists
- Serve as a back-up to Senior Customer Support Specialists/Team Lead/Managers as needed or requested
- Identify sales opportunities for additional products and/or services
- Occasional duties outside of business hours to cover during disaster recovery testing and/or emergency Support coverage, as appropriate
- Other Customer Support related duties as assigned
MINIMUM SKILLS/QUALIFICATIONS:
Minimal Skills and Qualifications:
- 2+ years experience in a customer service or support role
- Experience troubleshooting and resolving user side product and technical issues
- Experience managing Tier 1 escalations and agent support
- Strong communication skills, written and verbal
- Strong and effective team player, quick learner, and self-motivated
- Proven commitment to deliver outstanding customer service
- Experience effectively multi-tasking and prioritizing daily responsibilities
- Working knowledge of various Operating Systems (Windows, Android, iOS), Microsoft Office (Outlook, Word, Excel, PowerPoint), and Internet Browsers (Google Chrome, Mozilla Firefox, Internet Explorer, Microsoft Edge, Safari)
- Experience motivating self while working independently and also as an effective team member
- Must be comfortable working 40 hours/week on the phone and with a PC
- Must be able to cover an 8-hour shift, Mon – Fri, between 7am and 7pm CST
Preferred Skills and Qualifications:
- Bachelor's degree in appropriate discipline
- Customer service experience supporting web-based products
- Experience with training documentation and delivery
- Experience with CRMs, specifically Salesforce.com
- HDI or similar certification
- Familiarity with Acrobat Reader (PDF documents)
- Empathy and ability to identify with a user mindset and understand business needs
- Knowledge of Environmental Health & Safety and/or Sustainability industry and legislation
COMPANY DESCRIPTION:
VelocityEHS is the largest and fastest growing environmental, health, safety (EHS) and sustainability software company in the world. More than 8 million people rely on our innovative on-demand (cloud-computing technology) safety and compliance management solutions to do their jobs safely and protect the environment.
At VelocityEHS, success is an everyday occurrence. Everyone who walks through our doors has an opportunity to make an impact. Our people make the difference at VelocityEHS – that's why we're not just looking for people with the right skills, but for those with the right drive, the right passion and the right character to make our entire team better. We still operate with the same start-up mentality that has made us the leading cloud EHS company, and offer each and every employee the opportunity to grow and reach their full potential.
We’re driven by the work we do to keep others safe, but we also like to have fun while doing it. We believe in producing great results, but also in enjoying the ride. Work-Life balance means two things at VelocityEHS – having time for your life outside of work, and taking steps to bring more life into the workplace. Between all the variety of workplace events, volunteer opportunities and other group activities available, we never forget that dynamic people need and deserve a place to work.
Finally, we understand that taking care of our customers starts with taking care of our employees. Our benefits include excellent medical and dental plans, matching 401(k) saving plan, RRSPS saving plans, generous PTO and more. We thank you for your interest, however, only those candidates selected for an interview will be contacted. No agencies please.
We welcome and encourage diversity in the workplace. VelocityEHS is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting hrpolicy@ehs.com
