ESG Platform Support Specialist - Flexible Hours + Stock Options

Novisto; Greater London; Híbrido; GBP 42 000 - 56 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible schedules

Stock option plan

Resumo da oferta

Novisto is seeking a Customer Support Specialist to be the go-to expert for enterprise customers using our ESG reporting platform. You will join a growing support function, manage a shared support queue, and help scale support for large, complex sustainability programs.

You will diagnose platform questions, run periodic data imports, and reproduce bugs for fast fixes with our engineering team. Collaboration with CSMs, ESG Analysts, Platform Ops, DevOps, Data and Product is essential.

Qualificações

• 2+ years in customer support or technical support, preferably in enterprise SaaS.
• Bachelor’s degree in a related field (e.g., Business, IT, Environmental Studies) or equivalent experience.
• Comfort troubleshooting web apps, reproducing issues, and writing clear bug reports; exposure to SSO/SAML is a plus.
• Strong Excel skills for lookups, pivots, data cleaning and bulk imports/exports.

Responsabilidades

• Own incoming requests in Freshdesk from customers and internal teams; diagnose platform behavior, respond clearly, and drive tickets to resolution.
• Reproduce issues, decide if bug or enhancement, and log in Jira with steps, evidence and business impact; chase and close loop with customers.
• Support annual submission cycles for CDP, S&P Global CSA and EcoVadis; configure and QA questionnaires and prefill data from prior years.
• Assist with data operations: bulk imports/exports, data validation, and changes to framework taxonomy mappings; verify in staging before production.
• Help customers using our carbon accounting module investigate discrepancies and handle Excel-heavy data conversions.
• Provision and manage customer and internal user accounts; troubleshoot SSO/SAML and login issues with DevOps.
• Assist onboarding/offboarding environments and users; coordinate coverage for high-priority accounts.
• Write and maintain Freshdesk knowledge base articles and training materials; turn recurring questions into self-serve content.

Conhecimentos

Customer support

Enterprise SaaS

Technical troubleshooting

Communication

Excel data handling

Formação académica

Bachelor's degree

Ferramentas

Freshdesk

Jira

Confluence

Google Workspace

Descrição da oferta de emprego

Novisto is seeking a Customer Support Specialist to be the go-to expert for enterprise customers using our ESG reporting platform. You will join a growing support function, manage a shared support queue, and help scale support for large, complex sustainability programs.

You will diagnose platform questions, run periodic data imports, and reproduce bugs for fast fixes with our engineering team. Collaboration with CSMs, ESG Analysts, Platform Ops, DevOps, Data and Product is essential.