Remote SaaS Support Specialist

AIA Contract Documents (ACD); United States; Remote; USD 48,000 - 64,000; Full time

Benefits offered by this job

Fully remote role

Annual in-person ACD Connect event

Job summary

AIA Contract Documents (ACD) is seeking a Product Support & Customer Care Specialist to serve as the frontline expert helping customers navigate our software. You will troubleshoot, guide customers through solutions, and maintain high-quality support across phone, email, and chat channels.

The role requires 1+ year in SaaS customer support, strong communication, empathy, and the ability to document interactions in HubSpot or Zendesk.

Qualifications

• 1+ year of frontline customer support at a software/SaaS company.
• Ability to support customers via phone, email and chat.
• Strong troubleshooting and diagnostic questioning skills.
• Ability to explain technical information in plain language.
• Empathy, de-escalation skills, and calm under pressure.
• Ownership mindset with attention to detail and follow-through.
• Able to document interactions accurately across multiple applications.

Responsibilities

• Serve as frontline contact via phone, email, and chat with timely, professional support.
• Investigate, reproduce, and troubleshoot customer questions and software issues.
• Own issues from first contact through resolution or escalation when needed.
• Handle challenging interactions with patience and professionalism.
• Develop knowledge of ACD products, features, and workflows.
• Use HubSpot or Zendesk to document interactions and track cases.
• Prioritize and manage multiple cases in a high-volume environment.
• Collaborate with Product and Technology to reproduce issues and provide context.
• Identify recurring questions and opportunities to improve knowledge resources.
• Participate in product updates, training, and team meetings.
• Follow privacy and information-security requirements.

Skills

Customer empathy

Troubleshooting

Clear communication

Ownership mindset

Time management

Cross-functional collaboration

Tools

HubSpot

Zendesk

Microsoft 365

Job description

AIA Contract Documents (ACD) is seeking a Product Support & Customer Care Specialist to serve as the frontline expert helping customers navigate our software. You will troubleshoot, guide customers through solutions, and maintain high-quality support across phone, email, and chat channels.

The role requires 1+ year in SaaS customer support, strong communication, empathy, and the ability to document interactions in HubSpot or Zendesk.