Support Engineer

ABOUT SUSTAINALYTICS

Sustainalytics has been a leading independent provider of Environmental, Social and Governance (ESG) research for the last 25 years. Our insights are used by clients to make better informed investment decisions, engage with companies in relation to their business activities and drive change.

Sustainalytics is a growing organization with 700 employees and 17 offices globally. We have a flexible and supportive working culture and empower our employees to progress and develop quickly in an entrepreneurial environment.

For more information, visit 

Under COVID-19 circumstances, all Sustainalytics employees are now working from home. More than ever, ESG factors are critical to building a more ethical and sustainable global economy. Our teams need passionate colleagues to join us in delivering quality research products to our clients worldwide.

Our recruitment and selection process is continuing via phone or video meetings. New team members are onboarded and start their first day with the company from the safety of their homes.

We rely on virtual team meetings and management practices, as well as a remote buddy program, to support a smooth integration in our virtual offices.

POSITION PURPOSE & KEY RESPONSIBILITIES

You will be responsible for monitoring our digital product as well as answering incoming queries from our customers globally, including solving and troubleshooting any business and technical issues they may arise.

Work in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest standard.

Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers.

• Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation.
• Identify and escalate priority issues that need immediate attention.
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
• Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.

QUALIFICATIONS

• 3+ years of customer support, technical support or related customer facing role.
• Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
• Experience with relevant service desk solutions is required
• Knowledge of relevant databases (*SQL, MongoDB)
• Experience with various network protocols (FTP, SFTP, SSH, HTTP, SMTP) is required
• Understanding of application architecture and system integrations
• Experience with relevant scripting languages is considered a plus
• Good English skills - verbal and written
• Ability to work independently with little direct supervision and as a part of a team.
• Outstanding analytical and organizational abilities.
• Ability to remain calm, composed and articulate when dealing with tough customer situations.
• Exposure to large and complex software solutions.
• Ability to learn new technologies.
• Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.

APPLICATION & INTERVIEW PROCESS

In keeping with our ongoing efforts to represent the diversity of our community, we strongly encourage people from diverse groups to apply. Sustainalytics is committed to providing accommodations for individuals with disabilities, upon request.

Sustainalytics thanks all applicants for their interest, however only those applicants requested to participate in the interview process will be contacted.

Your privacy while being in contact with Sustainalytics is one of our fundamental commitments here. Review our Privacy Policy to find out more about how we handle the personal data you provide us during the recruitment process.