[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. AIA Contract Documents is a leading legal contract platform with nearly 200 contracts, exhibits, and forms that define the relationships and terms involved in design and construction projects. They are seeking a highly motivated and detail-oriented Customer Support Representative to handle customer inquiries, resolve issues, and provide exceptional service to ensure customer satisfaction. Responsibilities Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner Use Zendesk (or other customer support software) to manage and track customer interactions, ensuring all requests are handled promptly Resolve customer complaints and issues by providing accurate information, troubleshooting, and offering appropriate solutions Maintain a high level of product knowledge to assist customers with questions and concerns Collaborate with other departments to ensure customer issues are resolved efficiently Document customer interactions and updates in the system for future reference Follow company policies and procedures in all interactions with customers Continuously strive to improve customer satisfaction by identifying areas for improvement in the support process Meet or exceed individual and team performance metrics Other Duties as assigned Skills Minimum of 1-2 years of experience in customer support or a related field Excellent verbal and written communication skills, with the ability to convey information clearly and effectively Strong problem-solving skills, with the ability to think critically and find solutions quickly Basic knowledge of Microsoft Office Suite and other computer applications Ability to work well in a team environment and collaborate with others to achieve common goals Ability to adapt to changing priorities and handle multiple tasks in a fast-paced environment A strong commitment to providing outstanding customer service and building positive customer relationships Familiarity with Zendesk or other customer support platforms is highly preferred Benefits Company paid health, dental, and vision benefits for employees 401 (k) with company match Bonus potential Company Overview AIA Contract Documents is a legal contract platform for the architecture, engineering, and construction sector. It was founded in 1887, and is headquartered in Washington, District of Columbia, USA, with a workforce of 51-200 employees. Its website is