Customer Support Specialist

*This role is open to anyone residing in Ireland or UK. Please note this role will be working 11am to 7pm Monday to Friday to support our North American client base*

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
• 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

Who is VelocityEHS?

VelocityEHS is the largest and fastest-growing environmental, health, safety (EHS) and sustainability software company in the world. More than 10 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 insurance, 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 hrpolicy@ehs.com

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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