Customer Service Agent supporting hotel guests with inquiries, bookings, changes, and cancellations. Identifying upgrades and promotions while delivering contact - center services for hospitality brands.
About the role
- Product Support Specialist providing assistance to electrical contractors using cloud-based takeoff software. Inbound support, training sessions, and technical explanations for US and Canada customers.
Responsibilities
- Answer inbound support enquiries from users in the UK, US and Canada, professionally and quickly.
- Run training sessions with new customers as part of their onboarding, following our training format.
- Learn the product inside out so users get the full benefit of every feature.
- Use your first-hand estimating experience to relate to what users are trying to achieve.
- Explain technical features in a simple way that people can understand.
- Follow our internal processes accurately so every type of request is handled the right way.
- Help maintain our response time (we aim to respond to any support request within 2 minutes).
- Keep accurate records of the support conversations you handle.
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.
- A strong interest in technology and a desire to build a career in software.
- Excellent verbal and written communication skills, with the ability to explain technical concepts in a clear and approachable way.
- A customer-first mindset with a genuine passion for helping people succeed.
- Strong attention to detail and the ability to follow established processes consistently.
- Excellent organizational and time management skills, with the ability to manage multiple customer enquiries.
- Confidence delivering customer training, presentations, or demonstrations (or the willingness to learn).
- The ability to work independently in a fully remote environment while collaborating effectively with a global team.
- A positive attitude, strong work ethic, and commitment to achieving individual and team performance goals.
- Flexibility to work scheduled hours that overlap with customers in the United States and Canada.
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.
- A collaborative remote team that shares knowledge openly.
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