Customer Operations & Support Specialist at Fieldwire by… · Remote

Summary: 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Customer Support Important Skills: SaaS Experience, Spanish, French Nice-to-Have Skills: Zendesk, Salesforce, Jira, Confluence, AI Tools, Construction Industry Knowledge 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