Customer Support Specialist

3 months ago

Vancouver, Canada Diligent Corporation 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.

At Diligent, you are an agent of positive change. You are joining 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.

**Position Overview**:
We are looking for an enthusiastic and self-motivated Technical Support Specialist who is **fluent in English and French** to join our team. As a Tier 2 Specialist, you will handle most types of general support issues. T2 performance is mainly measured by the number of tickets solved per day and by their CSAT rating, which should be at least 95%. The primary attribute we are looking for is excellent customer service with superb technical skills. Someone who has a passion for helping people and who is unflappable under pressure. You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe. **This is a hybrid role based out of our centrally-located office in Downtown Vancouver.**

**Key Responsibilities**:

- Exceed customer expectations by providing superior levels of technical customer support, efficiently and professionally to Diligent end-users, channel partners, and internal customers
- Coach and advise global customers in the effective use of Diligent products and systems and provide guidance and support for complex technical issues
- Create trusted advisory relationships with our customers ensuring they are using the correct products for their needs and maximize the utilization of those products
- Be responsible for and responsive to cases in the T2 queue and ensure SLAs are consistently met
- Be flexible in availability to provide 24/7/365 global coverage, for the absences and vacations of team members

**What You Need to Succeed**:

- Fluent in English and French
- Engineering degree in Computer Sciences, Information Systems or related fields
- Experience with Microsoft SQL Server - installation, configuration and performance
- Ability to manage case load to meet defined service levels while customer expectations and follow up

**What Diligent Offers You**
- **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.
- **Diversity is important to us.** Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability - to lead with purpose. Our employees are passionate, smart, and 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.

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

**To all recruitment agencies**: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.

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