Fieldwire by Hilti

Customer Operations & Support Specialist

Fieldwire by Hilti

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $50,615 - $61,862 per year

Job Level

Junior

About the role

  • 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 improve upon our bug, product improvement, and feature-request reporting procedures
  • Execute customer trainings for the purpose of successfully onboarding new customers and retrainings to help customers get back to using Fieldwire on their projects day-to-day
  • Update existing knowledge base articles, ticket macros, setup guides, and instructional videos
  • Leverage our newest and latest AI Assistants, while helping us create and scale net-new processes for prompt engineering, source content improvements, and quality assurance
  • 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
  • Execute basic back office account operations tasks, including premium account set up

Requirements

  • Second language fluency: Spanish or French
  • Ability to work 8am-5pm PST, Monday - Friday, with occasional (3-4x per year) weekend inboxing coverage
  • 1-2 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
  • Positivity, empathy, and patience in both internal and external interactions
  • Strong time management skills and ability to work autonomously; experience and/or interest in working on a remote team
  • Sense of personal responsibility and can-do attitude; creative problem solver who asks for help as readily as they give it
  • Great to work with (ambitious and committed, humble and fun); a desire to learn in a dynamic startup environment and grow your career with us for the long term
Benefits
  • Competitive Salary
  • Performance Bonus
  • Medical/Dental/Vision Insurance
  • 401k with company match after 1 year
  • Generous PTO
  • Fully remote flexibility and home office stipend
  • Annual education stipend
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportaccount managementcustomer educationtechnical supportbug reportingproduct improvementfeature request reportingcustomer trainingprompt engineeringquality assurance
Soft Skills
written communicationverbal communicationpositivityempathypatiencetime managementautonomyproblem solvingresponsibilityteam collaboration