About the role
- Estimator supporting electrical and mechanical contractors using Countfire's cloud-based takeoff and estimating software. Handling customer support, onboarding, and product training across UK and North America.
Responsibilities
- Answer inbound support enquiries from users in the UK, US and Canada professionally and quickly
- Run training sessions with new customers during onboarding, following the training format
- Learn the product thoroughly so users get the full benefit of every feature
- Use estimating experience to understand what users are trying to achieve
- Explain technical features in a simple, accessible way
- Follow internal processes accurately for every support request
- Help maintain the target response time of two minutes for support requests
- Keep accurate records of support conversations
- Support customers in the UK and North America
- Attend team meetings and training sessions
Requirements
- 2+ years experience as an Electrical or Mechanical Estimator, or in a customer support or technical role within the electrical, mechanical, or construction industry
- Strong interest in technology and desire to build a career in software
- Excellent verbal and written communication skills
- Ability to explain technical concepts clearly and approachably
- Customer-first mindset and passion for helping people succeed
- Strong attention to detail and ability to follow established processes consistently
- Excellent organizational and time management skills
- Ability to manage multiple customer enquiries
- Confidence delivering customer training, presentations, or demonstrations, or willingness to learn
- Ability to work independently in a fully remote environment while collaborating with a global team
- Positive attitude, strong work ethic, and commitment to performance goals
- Flexibility to work scheduled hours overlapping with customers in the United States and Canada
- Reliable computer with stable high-speed internet
- Professional headset
- Quiet, private workspace suitable for handling customer information
- Experience using estimating or takeoff software such as Countfire, Trimble, Bluebeam, Accubid, ConEst, McCormick, or similar platforms
- Previous experience in customer support, technical support, help desk, onboarding, or software training
- Experience with CRM or customer support platforms such as HubSpot, Zendesk, Intercom, or similar
- Experience delivering virtual customer training sessions
- Familiarity with SaaS products and cloud-based applications
Benefits
- Comprehensive product and support training
- Coaching from experienced product specialists
- Clear, documented processes for every type of support request
- Set formats and materials for customer training sessions
- The tools you need to do the job well
- Collaborative remote team
- On-the-job training in a supportive and collaborative environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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