Customer Operations & Support Specialist

at  Fieldwire

AT FIELDWIRE, WE’RE LOOKING FOR OUR NEXT CUSTOMER OPERATIONS & SUPPORT SPECIALIST TO HAVE THE FOLLOWING SKILLS AND EXPERIENCES:

• 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
• Ability to speak and write in fluent English & Italian
• Able to communicate in English for training and internal communication
• Positivity, empathy, and patience when working through customer issues
• Strong time management skills and experience and/or interest in working on a remote team
• Owner mentality 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); desire to learn in a dynamic startup environment and grow your career with us for the long term

WHAT YOU’LL BE DOING

Fieldwire’s core mission is a proven competitive advantage: be the most customer-success driven company with the most intuitive App in Construction Tech. Manning the front lines in executing that mission, our Customer Operations & Support Team owns direct communication channels with our existing and potential new customers (email, phone, chat, and messaging), authoring and localizing our user-facing Knowledgebase, direct customer onboardings and webinars for small and self-serve accounts, and high-volume internal account operations processes (creating subscription orders and invoice management, back office premium account procurement, etc.).

THE PRIMARY RESPONSIBILITIES FOR OUR NEXT CUSTOMER OPERATIONS & SUPPORT SPECIALIST WILL BE TO:

• Master the Fieldwire product; answer inbound phone calls, emails, and messages, persistently driving each customer issue to resolution, in Italian and English
• Triage and troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
• Update existing customer-facing Knowledgebase articles, setup guides, and instructional videos in Italian and English
• Create and deliver administrator and end user trainings that successfully onboard new customers in Italian and English
• Execute basic account operations tasks, configuring custom contracts with sales and their customers and performing account set up and various other back office administrative processes
• 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