• Support customers and internal users who use ACS in different platforms. Our channels of communication are live chat, email, and phone. Interactions include but are not limited to: troubleshooting technical issues, product usage questions, onboarding and set up, and subscription inquiries.

• Perform extensive front line investigations into technical issues, and log cases with accurate information to provide a full record of each issue and resolution. Ensure every interaction is of the highest quality

• Manage requests and act as a liaison with internal stakeholders (Sales, Customer Success, Engineering, Operations, Marketing, Finance)

• Communicate daily with the Tier 2 Support team and leadership to report support issues, bugs, and important user concerns

• Take part in interesting and challenging support-related projects that will allow you to utilize your unique skill set and make an impact on our team

• Have a passion for incredible customer service, exceptional communication (verbal and written) including top notch grammar and spelling, and excellent people skills. Are a master on breaking down complex concepts into day to day terminology to help customers of all technical proficiencies

• Have attention to detail with an analytic and technical mindset that helps you meticulously troubleshoot and evaluate issues quickly, efficiently and accurately

• Are resourceful and not afraid to tackle difficult cases on your own; driven to work hard with minimum supervision

• Are a ninja with your keyboard with fast and accurate typing and have unparalleled phone skills

• Are a master multi-tasker nailing the art of juggling multiple chats at once, while handling emails, and supporting your peers

• Are empathic and composed. You really enjoy learning from and talking to our customers. You have amazing composure are very patient

• Understand the basic functionality of Apple iOS, Android, and Windows platforms as well as cloud-based software like Dropbox, Google Docs, Box, One Drive, etc.

• Are a team player, adaptable and have an amazing work ethic. You can identify where help is needed and are motivated to pitch in, coach, and train your peers

• Previous experience in technical support

• Familiarity with Service Cloud, Zendesk and other CRM systems

• Experience with chat systems

• Familiarity with the construction industry

• Proficiency in a second language