Customer Support Specialist Job at ERIS Info.
One growing team. One single-minded goal.
To innovate intuitive, responsive products to make environmental professionals' work lives easier.ERIS has been providing critical risk and historical information on properties in Canada since 1999. In late 2013, ERIS launched in the United States, as the first and only company to provide environmental risk information for both countries. ERIS delivers accurate, comprehensive and innovative on-demand database research services quickly and with a service-first attitude.
Position Overview:
ERIS has an immediate opening for a Support Specialist to join our dynamic team. The Support Specialist is responsible for providing non-technical support to customers and assisting Project Managers with the onboarding of clients to the report-writing platform SCRIVA. SCRIVA is a software solution used for environmental site assessments, property condition assessments, and other technical due diligence reports created for commercial real estate transactions. The Support Specialist has exceptional communication and organizational skills, knowledge of SAAS-based systems, ERIS product knowledge, and due diligence industry knowledge to assist clients in utilizing the report writing application to their needs resulting in customer satisfaction and client retention. This position will cover the Pacific Time Zone of 9 - 5.
Specific Responsibilities and Daily Tasks:
- Respond to customer queries in a timely and accurate way, via phone, email, or online chat.
- Field and resolve service issues, provide troubleshooting support, and identify solutions to support customers.
- Assist report writer team members with client onboarding.
- Ability to write concise support documents for client distribution. This includes step-by-step walk-throughs of product features with text, pictures, and possibly video documentation.
- Ability to multi-task tracking support cases, client requests, and frequently asked questions.
- Create buy-in for the product with customers and their national/local offices.
- Gain a deep understanding of customer experience, identify, and fill product gaps, and generate new ideas that grow market share, improve customer experience, and drive growth. Work with the sales team and report writer team members to meet client needs.
- Perform root cause analysis and resolve issues independently.
- Develop a checklist for reoccurring problems and develop recommendations for procedures to prevent problems.
- Troubleshoot hardware and application issues.
- Perform user administrative tasks.
- This description is a general listing of the required activity, tasks, and expectations of the position. Duties and responsibilities may change as required.
Knowledge & Educational Requirements:
- University/College degree in Business Administration / Business Management / Computer Science or equivalent education.
- 2-3 years of experience in an end-user desktop / business application / business support role or equivalent.
- Solid report writing background with understanding and/or hands-on experience in report authoring technologies.
- Solid knowledge of web-based applications and support.
- Basic knowledge of computer set up / browser operation.
- Strong problem-solving skills and willingness to roll up one’s sleeves to get the job done.
- Skilled at working effectively with cross-functional teams in a matrix organization.
- Knowledge of the Commercial Real Estate Industry, Environmental Due Diligence Industry is a plus.
Skills:
- A greater than proficient understanding and ability to use: MS Excel, Word, PowerPoint and Outlook required. Salesforce and Webinar experience is preferred.
- Exemplary customer service, telephone manners, presentation ability, multi-tasking – time and calendar management skills, calm demeanor and maintaining a positive attitude are definite requirements.
- Excellent written and verbal communication skills with the ability to clearly articulate opinions and ideas.
- Technical savviness with web browsers, PCs, user-access for basic user support is considered an asset.
- Strong organizational skills, ability to multi-task and work under pressure.
- Strong listening, analytical, problem-solving skills, and attention to detail.
- Documentation skills and clearly define / follow workflow or process.
- Program testing skills; solutions deployment and maintenance skills.
- Fast learner that can pick up existing processes quickly.
- Ability to work and thrive in a fast-paced, growing environment.
- A valid driver’s license and passport are required.
What We Offer:
- A culture based on caring, ownership, accountability, and integrity. Our teams are agile, collaborative, innovative and continually strive for excellence.
- We encourage a healthy work-life balance in a fast-paced expanding company.
- We treat others with respect and fairness and strive for clear and open communication at all levels.
- We are passionate about building an inclusive and diverse workplace that others envy.
- We offer a competitive salary, extended health benefits, RSP matching, and flexible workplaces and schedules.
ERIS is committed to Diversity and Inclusion and aims to create a healthy, accessible, and rewarding work environment which highlights employees’ unique contributions to our company’s success. We are an equal opportunity employer; we welcome all applications to help us build a diverse workforce which reflects the diversity of our team and communities. Should you need accommodation at any point in the process, please advise us at: hr@erisinfo.com.
Please note that only those selected for an interview will be notified. No phone calls please.
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