Customer Operations & Support Specialist

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Requirements:

• 1-3 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
• Articulate, effective written and verbal communication skills
• Strong time management skills; experience and/or interest in working on a remote team
• Owner mentality and can-do attitude; creative problem solver who asks for help as readily as they give it

Responsibilities:

• Master the Fieldwire product; answer inbound phone calls, emails, and messages, persistently driving each issue to resolution
• Triage and troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
• Update existing knowledge base articles, setup guides, and instructional videos
• Create and deliver administrator and end user trainings that successfully onboard new customers
• Execute basic account operations tasks, configuring custom contracts for our sales team and their customers, and performing account set up plus various other backoffice admin processes
• Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and success teams that champion the voice of the customer and deliver new processes, automations, and customer outreach programs