Note: The job is a remote job and is open to candidates in USA. Fieldwire, a Hilti Group Company, is a construction management software firm based in San Francisco. They are seeking a Customer Operations & Support Specialist to ensure customers maximize their use of the Fieldwire platform by providing support, creating help content, and conducting customer training.
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
Fieldwire 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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