Customer Support Specialist

October 20

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Reconstruct Inc

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Computer Vision • Robotics • Construction Management • Project Controls • Building Information Modeling

51 - 200

Description

• The Customer Support Specialist (CSS) will be responsible for managing and triaging all requests that come through support. • These responsibilities include, but are not limited to: • Owning all emails, requests and questions that come through the support channel • Assessing each issue and understanding where it should be escalated • Customer Success Management (CSM) team for customer workflow issues • Product (via Shortcut) for bug or software issues • Performing minor maintenance and correction tasks within the Reconstruct platform • Maintaining a fair understanding of Reconstruct to effectively troubleshoot support issues • Assessing and triaging hardware issues that are sent through support • Providing weekly updates to the Head of Customer Experience and Customer Success Management team on the following: • Number of tickets created • Number of tickets closed • Number of open tickets • Provide beta testing for new features released by product • Updating technical documentation as appropriate

Requirements

• Excellent understanding of Zendesk • Excellent technical writing skills • Ability to manage and triage issues • Strong communication skills • Strong technical troubleshooting skills