Customer Operations & Support Specialist, Fieldwire

• If you’re experienced in customer service and/or billing operations, passionate about helping people revolutionize how construction projects are managed, and excited to work cross-functionally to solve customer issues at their root causes, we’d love to meet you!
• 1-3 years of SaaS Customer Support experience required
• Must speak and write in fluent English
• Must be able and willing to work from 8am-5pm Pacific Time (However, the applicant does not need to be located in Pacific Timezone)
• Articulate, effective written and verbal communication skills
• Prior experience with Zendesk, Salesforce, Jira or equivalent Support and CRM platforms
• Positivity, empathy, and patience when working through customer issues
• Strong time management skills and experience and/or interest in working on a remote team
• Creative problem solver who can work with a high level of autonomy and asks for help as readily as they give it
• Comfortable communicating with anyone, from foreman to mid-to-senior level managers
• Desire to learn in a dynamic startup environment and grow your career with us for the long term

Desirable

• As a Customer Operations & Support Specialist, your objective is to ensure our customers get the most out of Fieldwire by answering their questions about our platform, executing repeatable back office operations tasks to set up premium subscription contracts and accounts,, and authoring how-to articles and onboarding guides in our Knowledgebase
• You’ll join a tight-knit team that will challenge you to answer a high volume of questions at the utmost levels of quality, while systematically improving the usability of our product and support resources
• Plugging into innovative systems for issue, feedback, and help content-improvement tracking, you’ll interface directly with our product, engineering, sales, and success teams to champion the voice of the customer and develop new processes, automations, and customer outreach programs
• Reporting to our US Customer Support Manager (remote, New York based) and Senior Director of Global Operations & Support (remote, San Francisco based), you’ll have a wealth of tactical resources to develop your skills in troubleshooting, bug reporting, and account operations
• Taking as much pride in “owning the inbox” as renewing accounts and creating the next great how-to guide for your customers, your verbal and written communication skills will flourish, if you’re up to the challenge
• Answer inbound phone calls, chats, and emails and persistently drive each issue to resolution
• Troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
• Create new and update existing knowledge base articles and setup guides
• Master the Fieldwire Product to create and deliver custom administrator and end user trainings to successfully onboard new customers
• Help run cross-functional projects and process improvements with our product, engineering, internal operations, sales, marketing, and success teams Gather and report on customer feedback trends to improve the product and customer experience from onboarding to renewal and expansion
• Own, iterate, and scale our account operations program, configuring custom contracts with sales and their customers and performing account set up and various other back office administrative tasks