VelocityEHS

Customer Support Engineer

VelocityEHS

full-time

Posted on:

Location Type: Remote

Location: Australia

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 A$76,500 - A$96,450 per year

About the role

  • 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’s suite of products and services and regularly 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
  • Be a collaborative teammate, ready to share knowledge and insights, and be solution oriented
  • Drive customer satisfaction by removing obstacles and facilitating their use of our solutions

Requirements

  • Bachelor's or undergraduate degree
  • 5+ years' experience in Customer Support for B2B software
  • Experience troubleshooting and resolving technical issues
  • Experience supporting or servicing multiple products
  • 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, Monday - Friday during business hours
Benefits
  • Generous time off programs
  • Medical/dental coverage, retirement (with employer match)
  • 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
  • Summer Fridays (Memorial Day through Labor Day enjoy a 6-hour workday every Friday)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingproblem-solvingsoftware documentationcustomer trainingB2B software supportcase managementtechnical issue resolutionknowledge base contributioncustomer interactionservice level agreements
Soft skills
communication skillsteam playerquick learnerself-motivatedcustomer serviceproactive communicationcollaborationrelationship buildingcritical thinkingsolution oriented
Certifications
Bachelor's degree