Customer Support Specialist

As a Customer Support Specialist at Novisto, you will be the go-to expert for enterprise customers using our ESG reporting platform. You will join a growing support function and work side by side with our existing Support Specialist, sharing ownership of the support queue and the specialist work that comes with supporting large, complex sustainability reporting programs.

No two days look the same. One day, you may be diagnosing a tricky platform question for a customer preparing for an external audit; the next, you may be running a bulk data import, helping a customer get their CDP or EcoVadis questionnaire submitted on time, or reproducing a bug so our engineering team can fix it fast. You will collaborate closely with Customer Success Managers, ESG Analysts, Platform Operations, DevOps, Data and Product teams, and you will help shape how support runs as we scale.

Your Responsibilities Will Include:

• Ticket Management and Customer Assistance: Own incoming requests in Freshdesk from customers and internal teams, especially CSMs and ESG Analysts. Diagnose platform behaviour, write clear and empathetic responses, keep customers updated, and drive tickets to resolution. Help hit team targets on first response time and weekly resolution rate.
• Bug Triage and Escalation: Reproduce and confirm issues before escalating, decide whether something is a bug or an enhancement request, and log it in Jira with clear steps, evidence and business impact. Follow tickets through to the fix, chase anything stuck in the queue, and close the loop with customers.
• Questionnaire and Reporting Season Support: Support customers through annual submission cycles for CDP, S&P Global CSA and EcoVadis. This includes configuring and QA-ing questionnaires, syncing and prefilling from prior years, backfilling answers when needed, running test submissions, and translating portal errors into clear next steps for the customer.
• Data Operations: Support internal teams and customers with data requests, including bulk imports and import templates, data exports and extracts, metric and fiscal year configuration changes, framework taxonomy mappings, and data validation. Verify changes in staging before approving them for production.
• Carbon Accounting Support: Help customers using our carbon accounting module investigate emissions discrepancies, map business units and locations, and handle Excel-heavy data conversions and backfills.
• Account, Access and SSO Administration: Provision and manage customer and internal user accounts, enable features in our internal admin tools, and troubleshoot SSO/SAML and login issues alongside DevOps. Follow documented access-verification steps so every change is approved and auditable.