[Remote] Customer Operations & Support Specialist

Note: The job is a remote job and is open to candidates in USA. Hilti is a leader in construction tools and software solutions, and Fieldwire, a Hilti Group Company, focuses on construction management software. The Customer Operations & Support Specialist will ensure customers maximize their use of Fieldwire by providing support, creating resources, and conducting training sessions.ResponsibilitiesMaster the Fieldwire product; answer inbound phone calls, emails, and messages, persistently driving each issue to resolutionTriage and troubleshoot account management, customer education, and technical support issues; follow and improve upon our bug, product improvement, and feature-request reporting proceduresExecute 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-dayUpdate existing knowledge base articles, ticket macros, setup guides, and instructional videosLeverage our newest and latest AI Assistants, while helping us create and scale net-new processes for prompt engineering, source content improvements, and quality assuranceContribute 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 programsExecute basic back office account operations tasks, including premium account set upSkillsSecond language fluency: Spanish or FrenchAbility to work 8am-5pm PST, Monday - Friday, with occasional (3-4x per year) weekend inboxing coverage1-2 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industryArticulate, effective written and verbal communication skillsPositivity, empathy, and patience in both internal and external interactionsStrong time management skills and ability to work autonomously; experience and/or interest in working on a remote teamSense of personal responsibility and can-do attitude; creative problem solver who asks for help as readily as they give itGreat 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 termPrior experience with Zendesk, Salesforce, and/or equivalent digital Support and CRM platformsProven experience creating issues in Jira and internal documentation in Confluence, or similar softwareExperience developing and maintaining customer-facing and/or internal docsExperience contributing to internal process development and/or account managementPrevious experience in or knowledge of the construction industryExperience with using AI tools in a Support contextBenefitsCompetitive SalaryPerformance BonusMedical/Dental/Vision Insurance401k with company match after 1 yearGenerous PTOFully remote flexibility and home office stipendAnnual education stipendCompany OverviewFieldwire 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. 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.



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