We are seeking a Customer Support Engineer to join our team in Perth, WA, Australia. As a key contributor to our Support team, you will provide prompt and courteous service to our customers via cases and calls, troubleshoot customer issues within our software, and collaborate effectively with teammates and customer contacts.
Requirements
- 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.
Benefits
- 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)
