Technical Support Specialist
About the Role
Our client is on a mission to help construction teams take control of their quality assurance (QA) processes. Their platform empowers contractors to track, manage, and deliver work with confidence. The Support Team plays a vital role in ensuring customers get the most out of the platform—whether it’s resolving issues, optimizing workflows, or tackling technical challenges.
Support Specialist (Customer-Facing Support)
As a Support Specialist, you’ll be the first point of contact for customers, ensuring they receive timely and effective support. Your role involves troubleshooting initial inquiries, gathering key information, and guiding customers in using the platform effectively.
Key Responsibilities
Customer Support & Troubleshooting
- Respond to customer queries via email, chat, and phone, providing clear and friendly assistance.
- Triage, troubleshoot, and resolve common customer issues related to the platform.
- Document and escalate complex issues to the Technical Support team when needed.
Product Knowledge & Customer Training
- Develop deep expertise in the platform and best practices.
- Proactively help customers optimize their use of the platform, translating technical terms into easy-to-understand language.
- Provide end-user training when required.
Support Processes & Documentation
- Accurately log and manage tickets using Zendesk, Intercom, and other support tools.
- Contribute to help articles, FAQs, and training materials.
- Ensure service-level agreements (SLAs) are met.
What We’re Looking For
- 2-3+ years of experience in customer support, service desk, or SaaS application support.
- Strong communication and problem-solving skills.
- Ability to explain technical concepts in simple terms.
- Experience using ticketing systems (e.g., Zendesk, Intercom).
- A proactive, customer-first mindset.
Why Join Our Client?
- Work in a growing SaaS company making a real impact in the construction industry.
- Career development opportunities in customer success, product, and technical roles.
- Be part of a supportive, learning-focused team that values collaboration.
If you’re excited to help customers succeed and solve technical challenges, we’d love to hear from you! Apply today to be part of our client’s journey.
Technical Support Specialist
About the Role
Our client is on a mission to help construction teams take control of their quality assurance (QA) processes. Their platform empowers contractors to track, manage, and deliver work with confidence. The Support Team plays a vital role in ensuring customers get the most out of the platform—whether it’s resolving issues, optimizing workflows, or tackling technical challenges.
Support Specialist (Customer-Facing Support)
As a Support Specialist, you’ll be the first point of contact for customers, ensuring they receive timely and effective support. Your role involves troubleshooting initial inquiries, gathering key information, and guiding customers in using the platform effectively.
Key Responsibilities
Customer Support & Troubleshooting
- Respond to customer queries via email, chat, and phone, providing clear and friendly assistance.
- Triage, troubleshoot, and resolve common customer issues related to the platform.
- Document and escalate complex issues to the Technical Support team when needed.
Product Knowledge & Customer Training
- Develop deep expertise in the platform and best practices.
- Proactively help customers optimize their use of the platform, translating technical terms into easy-to-understand language.
- Provide end-user training when required.
Support Processes & Documentation
- Accurately log and manage tickets using Zendesk, Intercom, and other support tools.
- Contribute to help articles, FAQs, and training materials.
- Ensure service-level agreements (SLAs) are met.
What We’re Looking For
- 2-3+ years of experience in customer support, service desk, or SaaS application support.
- Strong communication and problem-solving skills.
- Ability to explain technical concepts in simple terms.
- Experience using ticketing systems (e.g., Zendesk, Intercom).
- A proactive, customer-first mindset.
Why Join Our Client?
- Work in a growing SaaS company making a real impact in the construction industry.
- Career development opportunities in customer success, product, and technical roles.
- Be part of a supportive, learning-focused team that values collaboration.
If you’re excited to help customers succeed and solve technical challenges, we’d love to hear from you! Apply today to be part of our client’s journey.