Customer Support Engineer

THE OPPORTUNITY:
This existing vacancy is open to candidates that reside in Australia.
VelocityEHS differentiates its offering in the marketplace by providing service and support that is unparalleled in its industry. Our Support team provides B2B technical support to our customers, who include the world's most esteemed Fortune 1000 corporations. From manufacturing to food & beverage, from chemicals to pharmaceuticals, our customers use our best-in-class ESG & EHS software solutions to make workplaces safer and more sustainable.
As a Customer Support Engineer, you would be a key contributor. The ideal candidate is an experienced support representative, able 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.
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'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.

Minimum Skills and Qualifications

• 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

Preferred Skills and Qualifications

• Experience supporting B2B software
• Experience supporting global customers
• Experience with technical documentation (internal or external)
• Experience using case management and ticketing systems (Salesforce, Jira, etc.)
• Knowledge of Environmental, Health & Safety (EHS) or sustainability 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. 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.
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 for eligible employees, or you can review all our perks and benefits by visiting our career page!

• 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)

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 $76,500 - $96,450 AUD. We aim to hire between the minimum and midpoint 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 eligible for our comprehensive benefits package.
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 [email protected] Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. VelocityEHS does not accept unsolicited headhunters and agency resumes. VelocityEHS will not pay fees to any third-party agency or company that does not have a signed agreement with VelocityEHS.