Customer Support Specialist
AIA Contract Documents
WorldwideFully remoteFull TimeEntry Level, JuniorCustomer Service
USD 25+ an hourPosted 4 hours ago4h agoApply link checked 30 minutes ago
Why we think you can apply
- Hiring model
- Open worldwide · the employer states no country restriction
- Work from
- Anywhere, the UAE included
Posted 4 hours ago · apply link checked 30 minutes ago
About the role
Responsibilities
- Serve as frontline contact for customers by phone, email and chat
- Investigate, reproduce and troubleshoot software issues
- Own customer issues through resolution or managed escalation
- Document interactions and cases in HubSpot or Zendesk
- Escalate complex issues to Product and Technology with clear reproduction steps
- Identify recurring questions and improve knowledge resources
Requirements
- At least 1 year of frontline support at a software or SaaS company
- Phone support experience
- Software troubleshooting and clear escalation judgment
- Strong written and verbal communication
- Empathy and de-escalation skills
- Comfort with a 9:00 a.m.–6:00 p.m. ET or 10:00 a.m.–7:00 p.m. ET shift
Preferred Qualifications
- 1–2 years or more of experience
- Familiarity with HubSpot, Zendesk or similar ticketing systems
Benefits
- Company-paid health benefits
- 401k with company match
- Bonus eligibility and WFH stipend
About the Company
AIA Contract Documents supplies the construction industry's standard contracts and project workflow tools for architects, engineers and contractors.
What we look for
- At least 1 year of frontline support at a software or SaaS company
- Phone support experience
- Software troubleshooting and clear escalation judgment
- Strong written and verbal communication
- Empathy and de-escalation skills
- Comfort with a 9:00 a.m.–6:00 p.m. ET or 10:00 a.m.–7:00 p.m. ET shift
- 1–2 years or more of experience
- Familiarity with HubSpot, Zendesk or similar ticketing systems
HubspotCustomer ServiceZendeskTroubleshootingMicrosoft 365
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AIA Contract Documents
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