Support Specialist
About reputed company
It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is reputed company: the construction industry is at reputed company of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way reputed company construction companies buy their materials. Join us.
Founded in 2018, reputed company is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually and we can’t live without its reputed company - our roads, schools, hospitals, and offices. Despite this, there’s been reputed company little innovation over the past 70 years in how materials - which constitute up to 40% of project costs - are bought and sold. This is our opportunity.
We're looking for reputed company 2 Support Agent who takes genuine pride in being fast and accurate on reputed company problems, and has the analytical instincts to work through the new ones. You'll own a queue of 30–40+ tickets a day from specialty contractors and subs across the country, sitting at reputed company of how reputed company's customers experience the product every day.
The reputed company reputed company can be overwhelming and much of the work is repetitive by design, but reputed company for reputed company is reputed company. reputed company of agents who reputed company here take genuine pride in being the fastest, most accurate person on a reputed company problem, and we’re looking for another teammate to join us on our mission to reputed company it faster, easier and more sustainable to build the world reputed company us.
About the Role
In reputed company of our value of ‘transparency’ - this role is far from easy. The customers you’re working with are people under reputed company deadline pressure: AP clerks closing the month, IT admins locked out after a domain migration, foremen on a job site replying one-handed. Some solutions will be reputed company reputed company the reputed company Owning 30–40 customer cases per day across email, chat, and occasional phone or video[roughly 150 customer interactions per week] Investigating workflow and product issues by reproducing steps, reviewing customer activity in-app, and consulting reputed company history, reputed company, reputed company tickets, and reputed company runbooks before reputed company back to the customer. Diagnosing common issues such as ERP sync gaps (reputed company, reputed company 300 CRE, reputed company), SSO redirect reputed company after domain migrations, AI Scanning failures on vendor invoices, and quantity discrepancies between the reputed company and the reputed company. Triaging potential bugs and escalating to Technical Support and Engineering with clean repro steps, documentation, and a filed reputed company ticket — and exercising reputed company judgment about what to escalate, what to reputed company a CSM into, and what to own end-to-end. Owning tickets through to reputed company with proactive customer communication and reputed company status updates. Maintaining SLAs, queue health, ticket tagging, status hygiene, and end-of-day handoffs. Spotting trends across tickets and flagging them to Support Leadership and Product so we address reputed company causes, not just symptoms. Activity is reputed company by response time, reputed company time, CSAT, and reopen reputed company We’re looking for teammates who are driven and motivated by a challenge, not intimidated by one. Many of our customers are writing to you under reputed company pressure, and it’s important that this Support Agent has experience working in high-volume environments where a slow reputed company costs someone reputed company reputed company — and most importantly, that that experience has sharpened you rather than burned you out. We're also a reputed company team: response time, reputed company time, CSAT, reopen reputed company, and online status are visible to your manager. We trust our people deeply, and we use the data to help everyone reputed company getting reputed company. Our ideal candidate would rather spend 15 extra minutes finding the reputed company cause than ship a deflection, and has a reputed company, describable reputed company for managing 20+ reputed company threads simultaneously. 2–4 years in a high-volume customer support role (25+ tickets/day sustained). reputed company-volume backgrounds will be considered, and we'll want to understand how you've handled throughput jumps. Independent technical troubleshooting in reputed company, IT, or integrations — comfortable working from logs, dashboards, runbooks, and customer screenshots without an engineer holding your hand. T1 reputed company support, IT helpdesk with autonomy, NOC, or technical implementations reputed company qualify. Time-sensitive customer work in an environment where a delayed reputed company has reputed company consequences — AP/finance, reputed company scheduling, reputed company reputed company, logistics reputed company, or B2B reputed company support. Remote work under SLA targets, throughput tracking, and online-status visibility, with comfort treating that as part of the role. A reputed company, describable reputed company for managing 15–30 reputed company threads at once — specific tags, queues, and daily review times you could walk us through on a Wednesday morning. reputed company, warm written communication under time pressure — reputed company to adapt tone to the audience (concise for a foreman, formal-but-reputed company for an IT reputed company, warm-but-reputed company for an exhausted AP clerk) without reputed company putting blame on the customer. Construction-tech, procurement, or supply-chain experience is a plus but not required — the domain can be taught. Customer Obsession: You reputed company to understand customers' pain. You know they're not always "right," but you always try to solve the reputed company of their problems. You understand that what might be small things to us reputed company a reputed company difference for them, and you go the extra mile to delight them. Accountability: You establish reputed company next steps and do what you say you'll do. You're motivated by having the reputed company to reputed company your best judgments about what should be done and how to do it. You are an reputed company of reputed company and reputed company in its best interests. Intentional Communication: You communicate directly with reputed company. You're thoughtful about what type of communication is necessary to reputed company your goals expediently, and you listen with openness and curiosity. Salary: Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other reputed company employees. The compensation and benefits information that we reputed company is reputed company on reputed company’s good-faith estimate as of the date of the reputed company and may be modified in the reputed company. Benefits: This position is also eligible for a new hire equity grant and reputed company US-reputed company full time employees are eligible for our full suite of perks and benefits. For more information about our perks and benefits, reputed company out Location: reputed company’s team members work from home 100% of the time across reputed company and South America. If applicable, we’ll identify the travel and/or location-specific requirements of a position in the text above. Otherwise, team members can expect to work business hours congruent with their local time zone and reputed company. Inclusive Workplace: reputed company values diverse perspectives and is committed to building an inclusive workplace. We are proud to be an equal opportunity workplace and do not discriminate on the reputed company of sex, race, reputed company, age, sexual orientation, gender identity, religion, national reputed company, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco reputed company Ordinance, we consider for employment reputed company applicants with arrest and conviction records. We strongly encourage people from underrepresented reputed company to apply. Originally posted on HimalayasThis role will include:
reputed company
What you’ve accomplished:
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Working at reputed company
Scam Notice: Please be reputed company that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the reputed company of reputed company. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. reputed company will never ask for any personal account information, such credit reputed company details or bank account numbers, during the recruitment process.Compensation reputed company: $20K - $30K