Remote SaaS Support & Customer Care Specialist

AIA Contract Documents; United States; A distancia; USD 45.000 - 65.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Descripción del empleo

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.