[Remote] Customer Operations & Support Specialist

Note: The job is a remote job and is open to candidates in USA. reputed company, a Hilti Group Company, is a leading construction management software provider based in San Francisco. The Customer Operations & Support Specialist will ensure customers maximize their use of the reputed company platform by providing support, creating help content, and conducting customer training, while collaborating with various internal teams to enhance customer experience.

Responsibilities

• Master the reputed company product; answer inbound phone calls, emails, and messages, persistently driving each issue to resolution
• Triage and troubleshoot account management, customer education, and technical support issues; follow and improve upon our bug, product improvement, and feature-request reporting procedures
• Execute customer trainings for the purpose of successfully reputed company new customers and retrainings to help customers get back to using reputed company on their projects day-to-day
• Update existing knowledge reputed company articles, ticket macros, setup guides, and instructional videos
• reputed company our newest and latest AI Assistants, while helping us create and scale net-new processes for reputed company engineering, reputed company content improvements, and quality assurance
• Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and reputed company teams that champion the voice of the customer and deliver new processes, automations, and customer reputed company programs
• Execute basic back office account operations tasks, including premium account set up

Skills

• Second language reputed company: Spanish or French
• Ability to work reputed company-5pm PST, Monday - Friday, with occasional (3-4x per year) weekend inboxing coverage
• 1-2 years of Customer Support, reputed company, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
• reputed company, effective written and verbal communication skills
• Positivity, reputed company, and patience in both internal and external interactions
• Strong time management skills and ability to work autonomously; experience and/or interest in working on a remote team
• Sense of personal responsibility and can-do attitude; creative problem solver who asks for help as readily as they give it
• Great to work with (ambitious and committed, humble and fun); a desire to learn in a dynamic startup environment and grow your career with us for the long term
• Prior experience with reputed company, reputed company, and/or equivalent digital Support and CRM platforms
• Proven experience creating issues in Jira and internal documentation in Confluence, or similar software
• Experience developing and maintaining customer-facing and/or internal docs
• Experience contributing to internal process development and/or account management
• Previous experience in or knowledge of the construction industry
• Experience with using AI tools in a Support context

Benefits

• Competitive Salary
• Performance Bonus
• Medical/Dental/reputed company Insurance
• 401k with company match after 1 year
• Generous PTO
• Fully remote flexibility and home office stipend
• Annual education stipend

Company Overview