Customer Support Agent

About the Company:

ArcSite pioneers innovative drawing, estimating, and takeoff solutions for the construction industry. We enhance construction professionals' efficiency and productivity through technology that works seamlessly on mobile devices and laptops—without the steep learning curve of traditional CAD applications. Our software helps businesses close deals faster and save hours weekly by streamlining quotes and takeoff reports. Our dynamic team is committed to making CAD accessible worldwide. We're innovative professionals dedicated to transforming our customers' design experiences.

About the Role:

Our Customer Success team is actively seeking a dynamic, enthusiastic and outgoing individual to join our growing organization as a Customer Support Agent. This role is centered around providing exceptional support for our customers' requests, identifying potential sales opportunities and developing a comprehensive understanding of the extensive features, functionality, and compelling value proposition of the ArcSite platform.

As a Customer Support Agent, you will be responsible for managing and resolving inbound customer requests in a variety of areas. These responsibilities encompass handling billing and administrative matters, providing product troubleshooting assistance, documenting bugs, capturing valuable customer feedback, and investigating effective solutions to customer’s challenges that often require coordination across multiple teams and departments. Throughout these interactions, you will have the opportunity to identify and flag high-potential prospects who demonstrate particular interest or needs that align well with our product offerings, creating valuable opportunities for our sales team. 

Key Responsibilities:

• Responsible for managing and efficiently resolving all incoming support chats and phone calls, while maintaining a high standard of professionalism and customer satisfaction.
• Carefully evaluating customer needs and requirements to identify opportunities and facilitating transfers to the sales organization.
• Proactively contacting free trial users to ensure their success with the platform.
• Achieving and surpassing Key Performance Indicators (KPIs) such as response time, CSAT scores and pipeline generation goals.
• Creating detailed documentation of support processes, troubleshooting procedures, and solution implementations, ensuring this knowledge base remains current and accessible to team members
• Collecting and documenting customer issues, features requests and general feedback, and effectively communicating these insights to the product and development teams to drive continuous improvement and enhanced customer experience.

Requirements

• Bachelor's Degree.
• Outstanding interpersonal skills and a genuine passion for helping others.
• Previous experience in roles involving direct interaction with clients (customer support / customer success).
• Natural curiosity and eagerness for personal development.
• Experience working in a SaaS environment.
• Experience in a Technical Support Role.

Benefits

• Unlimited PTO
• Medical, dental, and vision insurance
• Vested 401K match as of start date
• $75 monthly wellness stipend

ArcSite is an equal opportunity employer and fosters an inclusive environment. We do not discriminate based on gender, race, ethnicity, orientation, creed, or other traits. We welcome people from diverse backgrounds and perspectives to apply to our positions.