Support Specialist

at  ERIS Info

ONE GROWING TEAM. ONE SINGLE-MINDED GOAL.

To innovate intuitive, responsive products to make environmental professionals’ work lives easier.
ERIS is the fastest-growing company in the environmental risk industry, placing us as the largest provider of environmental database and historical research reports in North America. Join an exciting, progressive company known for its innovative products and industry-leading service.

POSITION OVERVIEW:

ERIS has an immediate opening for a Support Specialist to join our dynamic team. The Support Specialist is responsible for providing non-technical support to customers and assisting the SCRIVA team with the onboarding of clients to the report writing platform SCRIVA. SCRIVA is a software solution used for environmental site assessments, property condition assessments, and other technical due diligence reports created for commercial real estate transactions. The Support Specialist has exceptional communication and organizational skills, knowledge of SAAS-based systems, will learn ERIS product knowledge, and due diligence industry knowledge to assist clients in utilizing the report writing application to their needs resulting in customer satisfaction and client retention. This is a remote position that will be in British Columbia or Alberta.

KNOWLEDGE & EDUCATIONAL REQUIREMENTS:

• University/College degree in Business Administration/Business Management/Computer Science or equivalent education.
• ERIS will consider an equivalent combination of relevant education and experience. Such as 2-3 years of experience in an end-user desktop/business application/business support role.
• Solid report writing background with understanding and/or hands-on experience in report authoring technologies.
• Solid knowledge of web-based applications and support.
• Basic knowledge of computer setup/browser operation.
• Strong problem-solving skills and willingness to roll up one’s sleeves to get the job done.
• Skilled at working effectively with cross-functional teams in a matrix organization.
• Knowledge of the commercial real estate industry and environmental due diligence industry is a plus.
• Knowledge of HTML/CSS coding a plus.

SKILLS:

• A greater than proficient understanding and ability to use: MS Excel, Word, PowerPoint, and Outlook required.
• Exemplary customer service, telephone manners, presentation ability, multi-tasking – time and calendar management skills, calm demeanor, and maintaining a positive attitude are definite requirements.
• Excellent written and verbal communication skills with the ability to clearly articulate opinions and ideas.
• Technical savviness with web browsers, PCs, user-access for basic user support is considered an asset.
• Strong listening, analytical, problem-solving skills, and attention to detail.
• Documentation skills and clearly define/follow workflow or process.
• Program testing skills; solutions deployment and maintenance skills.
• Fast learner that can pick up existing processes quickly.
• Ability to work and thrive in a fast-paced, growing environment.
• A valid driver’s license and passport are required.

• Respond to customer queries in a timely and accurate way via phone, email, or online chat.
• Field and resolve service issues, provide troubleshooting support, and identify solutions to support customers.
• Assist the SCRIVA team with onboarding new clients.
• Ability to write concise support documents for client distribution. This includes step-by-step walk-throughs of product features with text, pictures, and possibly video documentation.
• Ability to multi-task tracking support cases, client requests, and frequently asked questions.
• Create buy-in for the product with customers and their national/local offices.
• Gain a deep understanding of customer experience, identify and fill product gaps, and generate new ideas that grow market share, improve customer experience, and drive growth.
• Work with the sales team and SCRIVA team members to meet client needs.
• Perform root cause analysis and resolve issues independently.
• Help maintain a checklist for reoccurring problems and develop recommendations for procedures to prevent problems.
• Troubleshoot application issues.
• Perform user administrative tasks.
• This description is a general listing of the required activity, tasks, and expectations of the position. Duties and responsibilities may change as required.