Support Specialist February 2025

One growing team. One singleminded goal.

To innovate intuitive responsive products to make environmental professionals work lives easier.

ERIS is the fastestgrowing company in the environmental risk industry placing us as the largest provider of environmental database and historical research reports in North America. Join an exciting progressive company known for its innovative products and industryleading service.

Position Overview:

ERIS has an immediate opening for a Support Specialist to join our dynamic team. The Support Specialist is responsible for providing nontechnical support to customers and assisting the SCRIVA team with the onboarding of clients to the report writing platform SCRIVA. SCRIVA is a software solution used for environmental site assessments property condition assessments and other technical due diligence reports created for commercial real estate transactions. The Support Specialist has exceptional communication and organizational skills knowledge of SAASbased systems will learn ERIS product knowledge and due diligence industry knowledge to assist clients in utilizing the report writing application to their needs resulting in customer satisfaction and client retention. This is a remote position that will be in British Columbia or Alberta. The expected work hours are 9 AM to 5 PM PST.

What We Offer:

A culture based on caring ownership accountability and integrity. Our teams are agile collaborative innovative and continually strive for excellence.

We encourage a healthy worklife balance in a fastpaced expanding company.

We treat others with respect and fairness and strive for clear and open communication at all levels.

We are passionate about building an inclusive and diverse workplace that others envy.

Specific Responsibilities and Daily Tasks:

Respond to customer queries in a timely and accurate way via phone email or online chat.

Field and resolve service issues provide troubleshooting support and identify solutions to support customers.

Assist the SCRIVA team with onboarding new clients.

Ability to write concise support documents for client distribution. This includes stepbystep walkthroughs of product features with text pictures and possibly video documentation.

Ability to multitask tracking support cases client requests and frequently asked questions.

Create buyin for the product with customers and their national/local offices.

Gain a deep understanding of customer experience identify and fill product gaps and generate new ideas that grow market share improve customer experience and drive growth.

Work with the sales team and SCRIVA team members to meet client needs.

Perform root cause analysis and resolve issues independently.

Help maintain a checklist for reoccurring problems and develop recommendations for procedures to prevent problems.

Troubleshoot application issues.

Perform user administrative tasks.

This description is a general listing of the required activity tasks and expectations of the position. Duties and responsibilities may change as required.

Knowledge & Educational Requirements:

University/College degree in Business Administration/Business Management/Computer Science or equivalent education.

ERIS will consider an equivalent combination of relevant education and experience. Such as 23 years of experience in an enduser desktop/business application/business support role.

Solid report writing background with understanding and/or handson experience in report authoring technologies.

Solid knowledge of webbased applications and support.

Basic knowledge of computer setup/browser operation.

Strong problemsolving skills and willingness to roll up ones sleeves to get the job done.

Skilled at working effectively with crossfunctional teams in a matrix organization.

Knowledge of the commercial real estate industry andenvironmental due diligence industry is a plus.

Knowledge of HTML/CSS coding a plus.

Skills:

A greater than proficient understanding and ability to use: MS Excel Word PowerPoint and Outlook required.

Exemplary customer service telephone manners presentation ability multitasking time and calendar management skills calm demeanor and maintaining a positive attitude are definite requirements.

Excellent written and verbal communication skills with the ability to clearly articulate opinions and ideas.

Technical savviness with web browsers PCs useraccess for basic user support is considered an asset.

Strong listening analytical problemsolving skills and attention to detail.

Documentation skills and clearly define/follow workflow or process.

Program testing skills; solutions deployment and maintenance skills.

Fast learner that can pick up existing processes quickly.

Ability to work and thrive in a fastpaced growing environment.

A valid drivers license and passport are required.

If you are excited about this opportunity and feel it aligns with your strengths interests and aspirations we encourage you to submit your thoughtful cover letter and resume.

ERIS is committed to Diversity and Inclusion and aims to create a healthy accessible and rewarding work environment which highlights employees unique contributions to our companys success. We are an equal opportunity employer; we welcome all applications to help us build a diverse workforce which reflects the diversity of our team and communities. Should you need accommodation at any point in the process please advise us at:

Please note that only those selected for an interview will be notified.