Customer Support Specialist, Mexico (PST)

May 24

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The easy-to-use project management platform build exclusively for architecture and engineering firms.

Time Tracking • Real Time Budgets • Project Scheduling • Resource Planning • Forecasting

51 - 200

Description

• Provide exceptional support to our customers by building a trusted relationship. • Resolve support tickets through Intercom, guiding and educating our customers with timely, friendly and accurate support. • Troubleshoot reported issues before escalating to engineering team. • Identify ticket triage inefficiencies pro-actively and help drive scalable and sustainable improvements for our customer team. • Provide phone support to customers to address complex inquiries and technical issues with expertise and professionalism. • Develop deep knowledge of our product and stay up to date on the most current product releases. • Collaborate cross-functionally to help promote a consistent user experience. • Create and update Knowledge Base articles to ensure they are comprehensive, accurate, and user-friendly. • Contribute to Onboarding Initiatives by facilitating shadowing sessions for new team members and sharing insights.

Requirements

• Experience with our support tool, Intercom. • Experience creating and maintaining Knowledge Base articles. • Prior experience at a SaaS company. • A strong sense of urgency and accountability. • A keen eye for detail and operational efficiency. • Previous experience in a customer support or success role • Access to reliable internet connection and proficiency with G Suite, Zoom, Slack, and other basic internet technologies. • Bonus Points: Experience or familiarity with the architecture industry or QuickBooks

Benefits

• 100% premium coverage on our healthcare plans for employees and their families • Dental & vision coverage for employees and families • New laptop & equipment • Wellness Stipend