Customer Support Specialist

VelocityEHS is committed to competitive, fair, and equitable compensation practices by offering market-based salary ranges. The expected salary range for this position is between €38,200 and €50,300. We aim to hire between the minimum and midpoint (€42,450) of the salary range and offers at the maximum of the range are uncommon. The final offered salary will be based on candidate's proficiency in skill set, prior relevant experience, internal equity, market considerations, and other factors. This role is also eligible for our comprehensive benefits package. *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: 4+ years' experience in Customer Support for B2B softwareExperience troubleshooting and resolving technical issuesExperience interacting with business customersExcellent communication skills, written and verbalEffective collaboration within and across teamsEffective team player, quick learner, and self-motivatedExperience effectively prioritizing daily responsibilitiesProven commitment to deliver outstanding customer supportMust be comfortable working 40 hours/week in front of a computer and on the phoneMust be able to cover an 8-hour shift, Monday – Friday (during Central or Eastern business hours)Preferred Skills and Qualifications: Experience supporting global customersExperience 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 plusKnowledge of Environmental, Social & Governance (ESG) industry is a plusVelocityEHS is the largest and fastest-growing environmental, health, safety (EHS) and sustainability software company in the world. Relied on by more than 10 million users worldwide to drive operational excellence and achieve outstanding outcomes, VelocityEHS is the global leader in true SaaS enterprise EHS & ESG technology. The VelocityEHS Accelerate Platform is the definitive gold-standard, delivering best-in-class solutions for managing ESG, Safety, Industrial Ergonomics, Control of Work, Health, Operational Risk and Environmental Compliance.
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.
The VelocityEHS team includes unparalleled industry expertise, with more certified experts in health, safety, industrial hygiene, ergonomics, sustainability, the environment, AI, and machine learning than any EHS software provider. Recognized by the EHS industry's top independent analysts as a Leader in the Verdantix 2023 Green Quadrant Analysis—VelocityEHS is committed to industry thought leadership and to accelerating the pace of innovation through its software solutions and vision. Its privacy and security protocols, which include SOC2 Type II attestation, are among the most stringent in the industry.
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 programsMedical cover, retirement (with employer match)Parental leave plans for all family typesJob shadowing programs and one-on-one coaching opportunitiesTuition reimbursement for continuing education, advanced degrees, and certificationsRemote-first and flexible work schedule to fit your family's needsMonthly stipend to make your home office more comfortable, productive, and successfulCorporate wellness and personalized preventative mental health care programsWe 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 ******. 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. By applying to this role, you are agreeing to our Privacy Policy.

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