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.

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.