Support Specialist

2 days ago

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ERIS

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Database Reports • Fire Insurance Maps • Environmental Data • Aerial Photographs • City Directories

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Description

• 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. • 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. • 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.

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. • 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.