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Technology and Sustainability Strategist

2 weeks ago

Taguig, National Capital Region, Philippines Cushman Wakefield Multifamily Full time

Job Description

  • This role will be responsible for providing technical support to internal customers using an environmental reporting platform.

Responsibilities:

  • Support multiple projects or engagements through the delivery lifecycle to ensure meeting all client expectations.
  • Be an active and positive member on project teams to deliver or exceed project outcomes and a successful implementation.
  • Respond promptly and professionally to customer inquiries regarding the environmental reporting platform via various channels, including phone, chat, and social media.
  • Provide accurate and timely technical support to customers on topics such as platform setup, configuration, and ongoing usage.
  • Troubleshoot and diagnose technical issues related to the environmental reporting platform, and work collaboratively with other teams, such as development or product management, to resolve complex issues.
  • Document and track customer inquiries & vendor performance, issues, and resolutions using a ticketing system or CRM tool.
  • Remain educated and up-to-date with current ESG technology landscape, solutions, trends, and risks.
  • Maintain a comprehensive understanding of the environmental reporting platform's features, functionalities, and updates to provide accurate and up-to-date information to customers.
  • Follow standard operating procedures (SOPs) and established protocols for handling diverse types of inquiries, ensuring timely resolution and customer satisfaction.
  • Provide exceptional customer service, demonstrating empathy, patience, and professionalism in all interactions with customers.
  • Escalate issues to higher-level support or management when necessary, and keep customers updated on the progress of their inquiries.
  • Collaborate with cross-functional teams, including development, sales, and product management, to address customer inquiries or issues that require further expertise.
  • Continuously update knowledge base or documentation repository with relevant information and solutions to common customer inquiries.
  • Recommend process improvement opportunities related to the application or client process – document current state process and create future state process documentation.
  • Provide training and implementation user support during delivery activities.
  • Facilitate user review and acceptance of application configuration and performance.
  • Build effective and trusting working relationships to help the team meet or exceed client needs.
  • Actively solicit feedback and recommendations from the user community to determine an action plan to implement recommendations.
  • Adhere to industry standard legal requirements and security policies and ensure compliance.