Job Description:
Remote customer support job with AIA Contract Documents. Help customers use and troubleshoot its contract software by phone, email, and chat. Needs at least 1 year of customer support at a software or SaaS company. Pays $25/hour plus bonus, with a work-from-home stipend.
About the Role
AIA Contract Documents is hiring a Customer Support Specialist to be a frontline expert customers rely on to use its software, troubleshoot problems, and keep their work moving. You will be a main point of contact by phone, email, and chat, and you will own customer issues from the first conversation through resolution or escalation.
What You Will Do
- Support customers by phone, email, and chat in a high-volume, phone-centered team
- Investigate, reproduce, and troubleshoot software questions and issues
- Own customer issues through resolution or a well-managed escalation
- Handle frustrated customers with patience and composure
- Document cases in HubSpot or Zendesk
- Escalate complex issues to Product and Technology with clear steps to reproduce
- Spot recurring questions and help improve help articles and workflows
What You Need
- At least 1 year of frontline customer support at a software or SaaS company (1-2+ years preferred)
- Experience helping customers by phone, plus email and chat
- Software troubleshooting skills and good judgment on when to escalate
- Clear verbal and written communication, empathy, and de-escalation skills
- Familiarity with HubSpot, Zendesk, or similar tools (preferred) and Microsoft 365
- Able to work a 9 AM-6 PM ET or 10 AM-7 PM ET shift
Location & Pay
Remote. Full time. Shifts are 9:00 AM-6:00 PM ET or 10:00 AM-7:00 PM ET. Pay $25 per hour plus a bonus, company-paid health benefits, a 401(k) with company match, and a work-from-home stipend. Employees attend the annual in-person ACD Connect event and may occasionally travel.
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AIA Contract Documents
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Websitehttps://www.aiacontracts.com
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AddressUnited States of America