Senior Level Customer Support

ATLANTA GEORGIA UNITED STATES

 

Title:  Senior Level Customer Support

Requirements:

  • Experience working in support at a SaaS company is a must
  • Experience helping to refine and streamline the support process
  • Bachelor’s degree in Engineering or Construction is a bonus
  • Construction industry experience is a bonus
  • Experience in Primavera P6 and Microsoft Project is a bonus
  • Excellent written and verbal communication skills with the ability to make complex things seem simple
  • Responsible with a sense of urgency to do whatever it takes to resolve issues
  • Passionate about gaining a deep understanding of the industry and technology
  • Ability to build rapport with customers and provide white glove service
  • Desire to wear multiple hats and help where needed in a start-up environment

Job Description:

SmartPM Technologies is an Atlanta based construction schedule analytics SaaS software company that is looking to hire an experienced Senior Level I Support Role, with relevant skills and experience, to work in an exciting, fast-paced, fun, and rewarding start-up environment to support our growing customer base.  SmartPM focuses on using technology to provide customers with tremendous insight into their construction projects.  Therefore, candidate will be interacting with customers daily to ensure that users are utilizing the software successfully.  We are growing and adding a Senior Level I Support role to help us scale our talented team. This is an opportunity as an early-stage employee to establish & manage the support process for future Support Resources.

What You’ll Do

You will support customers and the SmartPM team and provide white glove service to customers in a timely manner, while driving continuous improvement.

  • Become an expert in SmartPM and construction scheduling basics so you can resolve customer issues and questions quickly and efficiently
  • Trouble shoot problems, find solutions, and communicate them to customers via phone and email
  • Follow a ticketing process and track time to resolution and types of issues
  • Work with the development team to manage and coordinate complex support issues to resolution
  • Strive to get excellent ratings from customers for your support services
  • Constantly improve and update the SmartPM Help Desk and Learning Management System

Apply Here