Technical Support Specialist: ESG Expert

2 weeks ago

Sydney, New South Wales, Australia Diligent Full time
About Diligent

Diligent is the global leader in modern governance, providing innovative SaaS solutions across governance, risk, compliance, audit, and ESG. With over 1 million users and 700,000 board members and leaders empowered by our holistic GRC practices, we help organizations make better decisions, faster.

At Diligent, you are an agent of positive change, joining a team of passionate, smart, and creative individuals who want to build the software company of the future while making the world a more sustainable, equitable, and better place. Be part of a global community on a mission to drive real impact.

Job Overview

As an ESG Technical Support Specialist, you will provide exceptional support services to customers across various industries, including Fortune 500 companies. You'll have the opportunity to delve into our exciting ESG software solution and become a trusted partner to our clients by offering hands-on technical expertise. Your passion for ESG and technology combined with 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 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.
Required Experience/Skills
  • 0-3 years of experience in 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.
What Diligent Offers You
  • Creativity is ingrained in our culture. We're innovative collaborators by nature, thriving 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, with 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's Mission and Values

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 individuals 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., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

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