Technical Support Specialist
2 weeks ago
Diligent is a leading provider of modern governance solutions, empowering organizations to make better decisions faster.
Our team is passionate about creating software that drives positive change and makes the world a more sustainable, equitable, and better place.
We are a global community on a mission to make a real impact.
Job OverviewAs a Technical Support Specialist, you will provide exceptional support service to customers across all industries, including many Fortune 500 companies.
You will work with our ESG software solution, providing hands-on technical expertise and being a trusted partner to our clients.
Your passion for ESG and technology, combined with a customer-centric attitude and a hunger to learn, 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 the support team in addressing customer problems within established response times.
- Work with the 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.
- 0-3 years of experience in phone-based software application or technical support or call center experience supporting end-users.
- Understanding of CDP, GRI, RobecoSAM frameworks and/or strong interest in ESG initiatives.
- Proactive learner with a customer-centric attitude.
- 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.
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