Associate Customer Support Specialist

About Us Diligent is the leading governance, risk and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. Our software enables holistic and informed conversations about GRC and ESG to ensure CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization. Are you interested in breaking into tech sales and support? Diligent Academy was designed to create a new pathway to do just that!   In partnership with SVAcademy , you’ll get access to training, a supportive community, on-the-job coaching and the opportunity to apply for a Customer Support Specialist role with Diligent.   Due to our continued phenomenal growth, we are seeking Associate Customer Support Specialists to handle Tier I support and client relationships by answering support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. Our support team works closely with our Customer Success Team to ensure speedy resolution of all issues.   The primary attribute we are looking for in our support specialists is excellent customer service with superb communication skills, a passion for helping people and unflappable under pressure. You are committed to offering the best customer service possible and the self-confidence to work with senior executives across the globe.   Key Responsibilities    Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services   Gather customer’s information and determine the issue by evaluating and analyzing the symptoms   Diagnose and resolve technical and software issues involving internet connectivity, login problems and more   Research required information using available resources   Follow standard processes and procedures   Identify and escalate priority issues per Client specifications   Redirect problems to appropriate resource   Accurately process and record call transactions using a computer and designated CRM software   Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business   Organize ideas and communicate oral messages appropriate to listeners and situations   Follow up and make scheduled call backs to customers where necessary   Stay current with system information, changes and updates   Required Experience/Skills   Working knowledge of Windows OS   Proven problem-solving skills and technical aptitude   Superb communication and customer handling skills   Ability to think on your feet in a highly demanding and fast-moving environment   Excellent communication skills   FLSA Status: Non-exempt   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, 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., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.    We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy  and  EEO is the Law . We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com . 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.