| Description | AIA Contract Documents AIA Contract Documents Job Description: Sr. Customer Support Specialist AIA Contract Documents is a leading legal contract platform with nearly 200 contracts exhibits and forms that define the relationships and terms involved in design and construction projects. ACD has over 120 years of experience in fine-tuning the road map for all design and construction parties. We are seeking a highly motivated and detail-oriented Senior Customer Support Representative to join our team. The ideal candidate will have previous experience in customer support preferably with experience using Zendesk or similar customer service software. In this role you’ll be the first point of contact for our customers providing top-notch service and helping resolve issues with empathy accuracy and efficiency. As a senior-level Tier 1 representative you’ll also help mentor Tier 1 team members identify process improvements and support escalations. This role requires you to have the ability to work from 9:00 AM to 6:00 PM Pacific Time. Responsibilities: Serve as a frontline contact for customer inquiries via chat email or phone Troubleshoot basic to moderately complex issues and provide timely resolutions Escalate unresolved or more complex issues to Tier 2 and/or relevant internal teams Provide guidance to Tier 1 support team members for customer engagement. Resolve customer complaints and issues by providing accurate information troubleshooting and offering appropriate solutions. Monitor ticket queues and help ensure service level agreements (SLAs) are met and the CS team is set up for success for the following day. Maintain a high level of product knowledge to assist customers with questions and concerns. Follow company policies and procedures in all interactions with customers. Continuously strive to improve customer satisfaction by identifying areas for improvement in the support process by collaborating with the Customer Support Team Lead and department manager Meet or exceed individual and team performance metrics. Other Duties as assigned. Requirements: = Experience: Minimum of 2-3 years of experience in remote customer support or a related field. Zendesk Experience: Familiarity with Zendesk or other customer support platforms is highly preferred. Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly and effectively. Problem-Solving: Strong problem-solving skills with the ability to think critically and find solutions quickly. Technical Skills: Basic knowledge of Microsoft Office Suite and other computer applications. Team Player: Ability to work well in a team environment and collaborate with others to achieve common goals. Adaptability: Ability to adapt to changing priorities and handle multiple tasks in a fast-paced environment. Customer-Focused: A strong commitment to providing outstanding customer service and building positive customer relationships. Benefits and Perks: = Competitive Salary Company-paid health dental and vision benefits for employees 401 (k) with company match Bonus potential Work from home stipend Unlimited PTO |