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Customer Support Representative
4 months ago
About us.
Workplace safety is a fundamental part of our DNA, and we take pride in ensuring that we make a positive impact on the lives of others.
By developing leading software solutions that safeguard people and the environment, we are positively impacting the world. Leveraging data and technology to drive a modern culture of health and safety compliance and sustainability.
If you’re interested in impacting the lives of others and being a part of a rapidly growing global organization, we hope you’ll consider joining us
About the Role
As a Customer Support Representative within our esteemed Professional Services team at EcoOnline, you will hold a pivotal position.
In this role, you will be at the forefront of our commitment to excellence, serving as the primary liaison between our valued clients and our cutting-edge EHS & ESG products. Your role will involve not just logging and addressing client issues, but also ensuring their satisfaction through unparalleled support services.
At EcoOnline, we prioritise customer satisfaction above all else, and as a Customer Support Representative, you'll be instrumental in upholding our unwavering standards of quality and service. Your contributions will directly impact our reputation as a leader in the industry.
To excel in this role, effective communication, analytical prowess, and top-notch problem-solving skills are paramount.
Responsibilities
Providing prompt and courteous assistance to customers via various communication channels such as our support system, email, phone and teams chat.
Triaging incoming support tickets and enquiries, accurately assessing their urgency and severity.
Troubleshooting technical issues and providing solutions or escalating to Tier 2 support as needed.
Documenting customer interactions and resolutions in the support system for future reference.
Following up with customers to ensure their issues have been resolved satisfactorily and providing any necessary additional assistance.
Continuously updating your knowledge base and staying informed about product updates and changes to better assist customers.
Qualifications
· Strong communication and customer service skills.
· 2 years + experience.
· Experience of working in a support environment and knowledge of software systems are essential for the role.
· Ability to quickly learn new applications and technologies.
· Ability to follow internal procedures.
· Web technologies.
What We Offer
EcoOnline has a flexible workplace policy that allows you to work remotely or in the office. We want you to be able to do your best work no matter where you are. We emphasize providing many ways to support our team to do their best work, and we believe that if you look after your people, they look after everything else
Our process and what to expect:
- Submit your application – you will receive a response within 10 business days
- Recruiter screening (virtual) – 30 mins
- Hiring Manager Interview (virtual) – 30-60 mins
- Skills assessment – will vary depending on the role you’re applying for
- Final Interview (virtual) with key stakeholders or leadership – 30-60 mins
From start to finish, our process from initial engagement to extending an offer is typically 32 days
Interested but don’t feel you meet all the qualifications?
Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria but have the aptitude and capability. Our priority is to ensure we set people up for success.
Diversity, Equity & Inclusion.
EcoOnline is proudly an equal opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.
