152 applicants

Company

Fieldwire by Hilti · 21 hours ago

Customer Operations & Support Specialist

United States

Full-time

Remote

Entry Level

$50K/yr - $60K/yr

1+ years exp

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Responsibilities

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SaaS Customer SupportFluent EnglishZendeskSalesforceJiraSpanishConstruction Industry Knowledge

Required

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

Preferred

Second language fluency: Spanish

Previous experience in or knowledge of the construction industry

Benefits

Competitive Salary

Performance Bonus

Medical/Dental/Vision Insurance

401k with company match

Generous PTO

Fully remote flexibility and home office stipend

Annual education stipend

Company

Fieldwire by Hilti

Glassdoor

4.3

Fieldwire by Hilti is an all-in-one jobsite management software that connects the field to the office, enabling efficient and real-time information sharing from the foremen to the project manager and everyone in between.

Founded in 2013

San Francisco, California, USA

51-200 employees