Support Specialist

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.

Specific Responsibilities and Daily Tasks:

·         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.