Note: The job is a remote job and is open to candidates in USA. Fieldwire, a Hilti Group Company, is a leading construction management software provider based in San Francisco. The Customer Operations & Support Specialist will ensure customers maximize their use of the Fieldwire platform by providing support, creating help content, and conducting customer training, while collaborating with various internal teams to enhance customer experience.
Responsibilities
- Master the Fieldwire product; answer inbound phone calls, emails, and messages, persistently driving each issue to resolution
- Triage and troubleshoot account management, customer education, and technical support issues; follow and improve upon our bug, product improvement, and feature-request reporting procedures
- Execute customer trainings for the purpose of successfully onboarding new customers and retrainings to help customers get back to using Fieldwire on their projects day-to-day
- Update existing knowledge base articles, ticket macros, setup guides, and instructional videos
- Leverage our newest and latest AI Assistants, while helping us create and scale net-new processes for prompt engineering, source content improvements, and quality assurance
- Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and success teams that champion the voice of the customer and deliver new processes, automations, and customer outreach programs
- Execute basic back office account operations tasks, including premium account set up
Skills
- Second language fluency: Spanish or French
- Ability to work 8am-5pm PST, Monday - Friday, with occasional (3-4x per year) weekend inboxing coverage
- 1-2 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
- Articulate, effective written and verbal communication skills
- Positivity, empathy, and patience in both internal and external interactions
- Strong time management skills and ability to work autonomously; experience and/or interest in working on a remote team
- Sense of personal responsibility and can-do attitude; creative problem solver who asks for help as readily as they give it
- Great to work with (ambitious and committed, humble and fun); a desire to learn in a dynamic startup environment and grow your career with us for the long term
- Prior experience with Zendesk, Salesforce, and/or equivalent digital Support and CRM platforms
- Proven experience creating issues in Jira and internal documentation in Confluence, or similar software
- Experience developing and maintaining customer-facing and/or internal docs
- Experience contributing to internal process development and/or account management
- Previous experience in or knowledge of the construction industry
- Experience with using AI tools in a Support context
Benefits
- Competitive Salary
- Performance Bonus
- Medical/Dental/Vision Insurance
- 401k with company match after 1 year
- Generous PTO
- Fully remote flexibility and home office stipend
- Annual education stipend
Company Overview
Trusted on 4M+ projects worldwide, Fieldwire by Hilti connects the field and office in one simple, powerful platform so teams can move faster, stay aligned, and navigate projects with confidence from start to finish. It was founded in 2013, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://www.fieldwire.com.