Product Support & Customer Care Specialist (Fully Remote)

AIA Contract Documents; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

AIA Contract Documents is seeking a dedicated customer support specialist to serve as the primary contact for customers navigating the ACD software. You will handle inquiries remotely, guiding users from first contact to resolution or escalation, and document all interactions in our CRM.

Ideal candidates will have at least 1 year of frontline SaaS support experience, strong phone support skills, and the ability to explain technical concepts clearly to users with diverse levels of expertise.

Qualifications

• At least 1 year of frontline customer support experience in a software or SaaS environment.
• Strong phone support skills with ability to support via email and chat as needed.
• Ability to explain technical information to customers with varying levels of experience and maintain a solutions-oriented mindset.

Responsibilities

• Act as a primary point of contact for customers navigating ACD software with empathy and problem-solving.
• Take ownership of issues from first contact through resolution or escalation.
• Document all interactions accurately in systems like HubSpot or Zendesk and collaborate with internal teams on escalations.

Job description

• Act as a primary point of contact for customers navigating ACD software, combining empathy with hands‑on problem‑solving.
• Take ownership of issues from first contact through resolution or well‑managed escalation.
• Work fully remote while maintaining professional communication and collaboration through video, phone, and email.

Key Responsibilities:

• Investigate, reproduce, and resolve customer questions and software issues with diagnostic thinking and clear guidance.
• Handle challenging interactions with patience and composure, keeping customers informed throughout the process.
• Document all interactions accurately in systems like HubSpot or Zendesk and collaborate with internal teams on escalations.

Qualifications and Skills:

• At least 1 year of frontline customer support experience in a software or SaaS environment.
• Strong phone support skills with ability to support via email and chat as needed.
• Ability to explain technical information to customers with varying levels of experience and maintain a solutions‑oriented mindset.

AIA Contract Documents

AIA Contract Documents delivers standardized contracts and workflow tools for architecture, engineering, and construction professionals. For over a century, it has served as a trusted industry anchor helping firms reduce disputes and achieve more predictable project outcomes.