Job Title

ESG Technology Delivery Manager:

Job Description Summary

As a part of C&W’s Recurring Revenue (Services) team within the Technology & Data Solutions function, the Sustainability Support Agent provides ESG software expertise and support for C&W’s global ESG technology solutions. The Sustainability Support Agent is responsible for providing prompt and efficient support to internal customers using an environmental reporting platform. This includes assisting with tasks related to setup, configuration, and ongoing support across multiple channels, such as email, phone, chat, and social media. The Sustainability Support Agent will collaborate with cross-functional teams to resolve issues and ensure customer satisfaction

Job Description

Key Responsibilities:

• Assist in multiple projects or engagements through the delivery lifecycle to include supporting the delivery activities to ensure meeting all client expectations.
• Contribute as 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 email, 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

Qualifications:

• High school diploma or equivalent, with additional certifications or training in environmental science, sustainability, or related fields preferred.
• Previous experience in technical support or customer service roles, preferably in a software or technology related industry.
• Strong technical aptitude and ability to understand complex environmental reporting platforms and related technologies.
• Excellent communication skills, both verbal and written, with the ability to communicate technical concepts to non-technical customers.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple tasks and priorities effectively.
• Detail-oriented with excellent problem-solving and analytical skills.
• Customer-centric mindset with a strong commitment to delivering outstanding customer service.
• Familiarity with ticketing systems or CRM tools for logging and tracking customer inquiries and resolutions.
• Ability to adapt to changing technologies, platforms, and customer requirements.
• Knowledge of environmental regulations, reporting standards, and sustainability practices is a plus.

Additional Requirements

• High Level of critical thinking and judgement exercised daily
• Maintain a “can do” mentality with the ability to take charge with minimal information
• Able to choose the most effective forms of communication to articulate complex problems to nontechnical resources.
• Must be well-organized and able to collaborate with a decentralized team effectively.
• Demonstrate exceptional time management and organizational skills; show the ability to balance multiple priorities and projects.
• Ability to research and learn new skills independently
• Ability to work flexible hours to align with global time zones, when needed

INCO: “Cushman & Wakefield”