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AIA Contract Documents
AIA Contract Documents
51 – 200 Darbinieki
BūvniecībaJuridiskie pakalpojumiSaaS
AIA Contract Documents develops and publishes standardized contracts for architecture, engineering, and construction projects. Its cloud platform combines more than 300 documents with workflow software, search tools, training, webinars, and support. The documents span project stages from design and bidding through construction and ongoing facility management, serving professionals including architects, contractors, owners, consultants, and legal teams. Drawing on the American Institute of Architects’ publishing work, the company focuses on practical documentation for project coordination and risk management.
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Vakances uzņēmumā

Remote Customer Support Specialist

Support AIA Contract Documents customers by troubleshooting contract software over phone, email, and chat. Resolve issues and help improve support workflows for architecture, engineering, and construction professionals.

USAmerikas Savienotās Valstis
25 $ / stunda
AttālinātiPilna slodzeJaunākais speciālistsGrāds nav nepieciešamsNepieciešamā Valoda: angļuKlientu atbalsts

Apraksts

  • Serve as customers’ first point of contact by phone, email, and chat.
  • Investigate, reproduce, and troubleshoot customer questions and software issues.
  • Ask diagnostic questions and guide customers to practical solutions.
  • Manage customer issues from initial contact through resolution or escalation.
  • Handle challenging or frustrated customer interactions professionally.
  • Build strong knowledge of ACD products, features, workflows, and customer use cases.
  • Explain software concepts in clear, practical terms.
  • Document interactions and track cases using HubSpot, Zendesk, or similar support platforms.
  • Prioritize multiple interactions in a high-volume, phone-focused environment.
  • Work with Product and Technology teams to escalate complex issues.
  • Spot recurring questions and opportunities to improve knowledge resources, workflows, and customer experience.
  • Take part in product updates, training, coaching, and team meetings.
  • Follow company policies and privacy and information-security requirements.
  • Carry out other assigned duties.

Prasības

  • At least one year of direct, frontline customer support experience at a software or SaaS company.
  • One to two or more years of experience preferred.
  • Experience handling customer issues directly by phone, email, and chat.
  • Demonstrated ability to troubleshoot software issues.
  • Clear verbal and written communication.
  • Strong empathy, active listening, and de-escalation skills.
  • Ability to stay composed in difficult customer conversations.
  • Ownership, attention to detail, follow-through, coachability, and sound judgment.
  • Ability to work across multiple applications and customer cases while keeping accurate records.
  • Familiarity with HubSpot, Zendesk, or comparable customer support or ticketing systems preferred.
  • Proficiency with common business software and Microsoft 365.
  • Ability to consistently work an assigned support shift of 9:00 a.m.–6:00 p.m. ET or 10:00 a.m.–7:00 p.m. ET.
  • A professional remote work environment and reliable high-speed internet access.
  • Regular, predictable attendance and availability during established business hours and scheduled meetings.
  • Legal authorization to work in the country where the job is located and ability to answer employment sponsorship questions.

Priekšrocības

  • Bonus.
  • Company-paid health benefits.
  • 401(k) with company match.
  • Work-from-home stipend.
  • Fully remote work arrangement.
  • Annual in-person ACD Connect event and occasional business-related travel.

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