[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. AIA Contract Documents is a leading legal contract platform with nearly 200 contracts, exhibits, and forms that define the relationships and terms involved in design and construction projects. They are seeking a highly motivated and detail-oriented Customer Support Representative to handle customer inquiries, resolve issues, and provide exceptional service to ensure customer satisfaction.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner
• Use Zendesk (or other customer support software) to manage and track customer interactions, ensuring all requests are handled promptly
• Resolve customer complaints and issues by providing accurate information, troubleshooting, and offering appropriate solutions
• Maintain a high level of product knowledge to assist customers with questions and concerns
• Collaborate with other departments to ensure customer issues are resolved efficiently
• Document customer interactions and updates in the system for future reference
• Follow company policies and procedures in all interactions with customers
• Continuously strive to improve customer satisfaction by identifying areas for improvement in the support process
• Meet or exceed individual and team performance metrics
• Other Duties as assigned

Skills

• Minimum of 1-2 years of experience in customer support or a related field
• Excellent verbal and written communication skills, with the ability to convey information clearly and effectively
• Strong problem-solving skills, with the ability to think critically and find solutions quickly
• Basic knowledge of Microsoft Office Suite and other computer applications
• Ability to work well in a team environment and collaborate with others to achieve common goals
• Ability to adapt to changing priorities and handle multiple tasks in a fast-paced environment
• A strong commitment to providing outstanding customer service and building positive customer relationships
• Familiarity with Zendesk or other customer support platforms is highly preferred

Benefits

• Company paid health, dental, and vision benefits for employees
• 401 (k) with company match
• Bonus potential

Company Overview