ESG Technical Support Specialist

11 hours ago

Sydney, New South Wales, Australia Diligent 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.

We are 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.

Job Description

As an ESG Technical Support Specialist at Diligent, you will provide exceptional support service to customers across all industries, including many Fortune 500 companies. You will get to dig deep into our 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.

  • You will interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • You will guide the support team in addressing customer problems within established response time.
  • You will work with the support team to evaluate complex customer problems, identify root causes and drive solutions.
  • You will analyze customer suggestions and recommend product revisions.
  • You will accurately process and record calls.
  • You will offer alternative solutions where appropriate.
  • You will document support activities, customer issues and resolutions for reference purposes.
  • You will achieve and exceed core role targets as outlined by the management team.
Required Skills and Qualifications

To succeed in this role, you should have:

  • 0-3 years of experience of phone-based Software Application/Technical Support or call center experience supporting end-users.
  • A strong understanding of CDP, GRI, RobecoSAM Frameworks and/or a strong interest in ESG initiatives.
  • A 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.
  • The ability to think on your feet in a highly demanding and fast-moving environment.
Benefits

We offer a range of benefits to support your career development and overall well-being:

  • 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.

Estimated salary: $60,000 - $80,000 per year, depending on location and experience.

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