Technical Support Specialist

7 months ago

Sydney, Australia Diligent Corporation Full time

**About Us**

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

**About Us**

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

**Position Overview**

As a ESG Technical Support Specialist, you will provide exceptional support service to customers across all industries, including many Fortune 500 companies. You will get to dig deep into an exciting ESG software solution and be a trusted partner to our clients by providing hands on technical expertise. Your passion for ESG and technology combined with a hunger to learn, and a customer-centric attitude will make you successful in this role.

**Key Responsibilities**
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Guide support team in addressing customer problems within established response time.
- Work with support team to evaluate complex customer problems, identify root causes and drive solutions.
- Analyze customer suggestions and recommend product revisions.
- Accurately process and record calls
- Offer alternative solutions where appropriate
- Document support activities, customer issues and resolutions for reference purposes.
- Achieve and exceed core role targets as outlined by the management team

**Required Experience/Skills**
- 0-3 years of experience of phone-based Software Application/Technical Support or call center experience supporting end users
- Understanding of CDP, GRI, RobecoSAM Frameworks and/or strong interest in ESG initiatives
- Proactive learner that is extremely customer-centric _(we don't just solve problems - we build relationships)_
- Experience working in a technical support role, well versed in explaining technical concepts to non-technical users
- Strong problem solving and conflict resolution skills to quickly and effectively resolve customer issues and handle new or difficult situations
- Role model the Diligent values of Championing Modern Governance and Driving Client Impact. Be an example of the positive, customer focused attitude the wider team should emulate
- Proven problem-solving skills and technical aptitude
- Working knowledge of Windows OS
- Excellent communication and customer handling skills
- Ability to think on your feet in a highly demanding and fast-moving environment Preferred Experience/Skills

**What Diligent Offers You**
- **Creativity is ingrained in our culture.** We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- **We care about our people. **Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- **We have teams all over the world**. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- **Diversity is important to us.** Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability - to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

Headquartered in New York, Diligent has offices in Washington D.C., Balti

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