environmental

Sr. Technical Support Specialist

THE OPPORTUNITY:

*Open to remote candidates in the United States and Canada*

VelocityEHS differentiates it's offering in the marketplace by providing service and support that is unparalleled in its industry. As a Senior Technical Support Specialist, you are tasked with delivering on that expectation. From investigating technical issues, implementing solutions, providing assistance to your team members, and in-depth product support troubleshooting, 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 Technical Support team, the ideal candidate possesses the following key traits: •

  • Meticulously organized
  • An excellent listener and communicator
  • Able to follow through on our customer's individual issues on a case-by-case basis
  • Able to independently research solutions and take on new tasks that have never previously been done
  • Able to focus on immediate priority items with short notice and work through them until completion

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, technological investigation in product bugs, improve business processes, and present product feature/enhancement ideas from our customers. The Senior Technical 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 and with your team on a daily basis and are excited about helping them succeed with our products and services.

 

PRIMARY DUTIES AND RESPONSIBILITIES:

Key Responsibilities include:

  • 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, and updating customer configurations based on business requirements
  • Become an expert on VelocityEHS’s suite of products and services and apply that knowledge to investigate, diagnose, and solve customers technical inquires
  • Initial troubleshooting, documentation, and follow-up on all customer technical issues that may require escalation Technical Support Team Lead/Manager or other internal teams, as appropriate, for resolution
  • Provide recommendations and solutions for system tuning/improvements and internal tools, and to apply those changes
  • Independently work or provide assistance to the team to ensure that customer cases are resolved and documented correctly and in a timely manner, with regular follow-up on open or escalated cases
  • Provide prompt and courteous service to VelocityEHS clients through our various Support channels in order to ensure Customer Service Level Agreements (SLAs) are upheld
  • Assist other internal teams with support on technical matters during the customer life cycle, as appropriate
    Primary Duties and Responsibilities Essential Functions
  • Communicating with customers regarding technical details/troubleshooting (SSO setup, OData setup, technical requirement explanations, etc..)
  • Use and modify internal tooling to complete tasks to reduce repetitive tasks
  • Assist with new-hire training and on-boarding, including coaching for continual improvement
  • Serve as a back-up to Team Lead/Manager and report anything that is concerning
  • Champion VelocityEHS IT system best practises and policies, work in this area for continuous improvement
  • Drive improvement in quality and demonstrate understanding/interest in emerging technologies and trends
  • Occasional duties outside of business hours to cover during disaster recovery testing and/or emergency Support coverage, as appropriate
  • Other related duties as assigned

 

Minimal Skills and Qualifications:

  • Bachelor’s Degree or College Diploma in Computer Science, Programming, Engineering or a related field (or equivalent work experience)
  • 4+ years experience in customer service or support role
  • 4+ years experience working with networking systems and principles
  • 2-4+ years experience troubleshooting and learning new software quickly
  • Experience managing Tier 1 escalations and agent support
  • Experience working in an environment with strict deadlines and emergency situations in live production servers
  • Strong written and verbal communication skills, including listening and interpretation skills and the ability to write supporting technical documentation
  • 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)
  • Good understanding of Windows 2000/2003/2008/2012 Server installation, configuration and maintenance
  • Must have experience working with SQL database scripts, SQL queries, and XML
  • Experience motivating self while working independently and also as an effective team member
  • Must be able to cover an 8-hour shift, Mon – Fri, between 7am and 7pm CST and be able to perform work outside of regular business hours on an infrequent basis

Preferred Skills & Qualifications:

  • Experience using Jira
  • Knowledge of Environmental Health & Safety and/or Sustainability industry and legislation
  • SQL Server Reporting Services (SSRS)
  • Exposure and basic understanding of object-oriented programming
  • Knowledge of C#, MVC, Visual Studio, VB.net, SQL, and XML

 

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 [email protected]

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