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*Open to remote candidates that reside in The United States and 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 Engineer, you would be a key contributor. The ideal candidate is an experienced support representative, able 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.

Ideal candidates possess the following traits:

  • Meticulous and organized
  • Technically minded and curious
  • A good listener and communicator
  • Able to follow through on customers’ individual issues on a case-by-case basis
  • Able to work as a team to solve challenges and share successes along the way

PRIMARY DUTIES AND RESPONSIBILITIES:

Key Responsibilities include:

  • Provide prompt and courteous service to VelocityEHS customers via cases and calls in order to ensure 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 along the way
  • Continually improve knowledge of VelocityEHS’s suite of products and services and regularly apply that knowledge to solve customer inquiries
  • Technical troubleshooting, 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 correctly 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/R&D, CSM and PS teams
  • Be a collaborative teammate, ready to share knowledge and insights, and be solution orientated
  • Treat every interaction as an opportunity to partner with our customers

Minimum Skills & Qualifications:

  • 5+ years experience in a customer service or support role
  • Experience troubleshooting and resolving technical issues
  • Experience interacting with business customers
  • Strong communication skills, written and verbal
  • Effective team player, quick learner, and self-motivated
  • Proven commitment to delivering outstanding customer service
  • Experience effectively prioritizing daily responsibilities
  • Must be able to maintain 40 hours/week in front of a computer and on the phone
  • Must be able to cover an 8-hour shift)

Preferred Skills & Qualifications:

  • Bachelor/undergraduate degree in relevant discipline
  • Experience supporting B2B software
  • Experience working with global customers
  • Experience with Salesforce and Jira or other case/ticketing platforms
  • Additional language(s)
  • Knowledge of Environmental Health & Safety or sustainability industry and legislation

Who is VelocityEHS?

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.

Our customers include the world’s most esteemed Fortune 1000 corporations. From manufacturing to food & beverage, from chemicals to pharmaceuticals, we’ve worked with them at every level, from the boardroom to the shop floor. 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.

What are the benefits and perks of working at VelocityEHS?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can review all our perks and benefits by visiting our career page!

  • Generous time off programs
  • Medical/dental coverage, retirement (with employer match), and parental leave plans for all family types
  • Job shadowing programs and one-on-one coaching opportunities
  • Tuition reimbursement for continuing education, advanced degrees, and certifications
  • Remote-first and flexible work schedule to fit your family’s needs
  • Monthly stipend to make your home office more comfortable, productive, and successful
  • Corporate wellness and personalized preventative mental health care programs

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 [email protected]

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. VelocityEHS does not accept unsolicited headhunter and agency resumes. VelocityEHS will not pay fees to any third-party agency or company that does not have a signed agreement with VelocityEHS.

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