environmental

Sr. Customer Support Specialist

THE OPPORTUNITY:

This is a remote opportunity and is open to candidates that reside anywhere in the United States or Canada. 

VelocityEHS differentiates its offering in the marketplace by providing service and support that is unparalleled in its industry. As a Senior Customer Support Specialist, you would be a key contributor. 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. In this role, you would serve as an experienced support specialist, able to complete advanced troubleshooting, navigate customer interactions, and eventually act as a resource to the rest of the team for further enrichment and growth. Ideal candidates possess 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. You will also work closely with our Customer Success and Professional Services teams as needed. A Customer Support Specialist should be eager to learn about all aspects of our business and 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 passionate about helping them succeed with our products and services.

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
  • Advanced troubleshooting, documentation, and follow-up on all customer issues that may require escalation to other internal teams, as appropriate, for resolution
  • Work diligently to ensure that customer cases are updated, resolved and documented correctly and in a timely manner, with regular follow-up on open cases
  • Contribute internal content to the Support Knowledge Base
  • Submit documentation and customer training requests to other teams
  • Serve as a back-up to Team Lead as needed or requested
  • Identify sales opportunities for additional products and/or services
  •  Other Customer Support related duties as assigned, for example, attending Product Sprint Reviews for a specific product
  • Participate in special projects/initiatives within the Support Team
  • Build and strengthen relationships across teams, including with Product/Development, CSM and PS teams
  • Provide issue resolution guidance to teammates and handle escalated issues with professionalism and in accordance with company strategy
  • Assist with programs to enhance Customer Satisfaction and Net Promoter Score

Minimum Skills & Qualifications:

  • 5+ years’ experience in a in a customer service or support role
  • Demonstrated excellence within a Customer Support Team with a focus on case-handling,
    investigation and quality of support
  • Experience managing escalations as necessary and interacting with business customers
  • 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)
  • Self-motivated while working independently and also 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, Monday – Friday during US business hours

Preferred Skills & Qualifications:

  • Bachelor's degree in appropriate discipline
  • Customer service experience supporting web-based products
  • Experience with technical documentation (internal or external)
  • Experience with case management systems (CMS), Salesforce is a plus
  • HDI or similar certification
  • Empathy and ability to identify with a user mindset and understand business needs
  •  Knowledge of Environmental Health & Safety and/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]

Click here to Apply!

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