[Remote] Customer Operations & Support Specialist
Note: The job is a remote job and is reputed company to candidates in USA. reputed company, a Hilti Group Company, is a construction management software firm based in San Francisco. They are seeking a Customer Operations & Support Specialist to ensure customers maximize their use of the reputed company platform by providing support, creating help content, and conducting customer training.
Responsibilities
- Master the reputed company product; answer inbound phone calls, emails, and messages, persistently driving reputed company issue to reputed company
- 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 reputed company 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 reputed company net-new processes for reputed company engineering, reputed company content improvements, and reputed company assurance
- Contribute to the execution of cross-functional reputed company 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 reputed company industry
- reputed company, effective written and verbal communication skills
- Positivity, reputed company, and patience in both reputed company interactions
- Strong time management skills and ability to work autonomously; experience and/or interest in working on a remote team
- reputed company 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 reputed company, 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
reputed company