Customer Support Specialist - SaaS

Position Description:

ServiceTrade is a leading SaaS company transforming the fire protection, life safety, and mechanical industries. We’re seeking a motivated and skilled Customer Support Specialist  to join our growing team. As a Customer Support Specialist, you’ll collaborate with our innovative team to deliver impactful solutions, ensuring our customers receive timely, effective resolutions as their first point of contact. Your efforts will directly contribute to shaping the customer experience and driving the success of our services.

Why ServiceTrade:

This is not your average Customer Support role; it's an opportunity for strategic thinkers and creative resolution finders to deliver the highest level of customer satisfaction to the people that depend on our software everyday. You will become an expert on our products, find the best way to fix problems, and come up with real improvement ideas.

What sets us apart? Our product is a true GAME-CHANGER that provides our customers a massive ROI and keeps them on the leading edge of the industry.

About You:

The work involves technical issues where your contributions could help resolve critical problems and improve systems. Strong expertise in ticketing systems, technologies, and troubleshooting software skills will be needed to achieve your goals in this challenging opportunity. This is for you if you love diagnosing issues, have a strong work ethic for seeing cases through to resolution, and can provide excellent customer service.

Key Responsibilities and Activities:

• Attracting potential customers by answering product and service questions
• Setting up customer accounts: 
• Entering account information
• Assisting with initial customer data entry
• Providing application walkthrough
• Providing basic tutorials
• Resolving product or service problems received both by email, help desk ticket submission, and phone call by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintaining the help desk ticket system by creating tickets from emailed and phoned-in support requests; follow up with all tickets in queue to ensure required resolution times depending upon customer SLA (service level agreement)
• Recommending potential products or services to management by collecting customer information and analyzing customer needs
• Assisting in documenting support issues and creating application usage guides

• 2 years SaaS experience or 3+ years technical customer support experience
• Technologies you will need to have experience with or will need to learn:
• Excel/Google Sheets (comfortable with formulas)
• Computer science background (preferred)
• Experience scripting or programming with APIs (preferred)
• Understanding of relational databases (preferred)
• Customer Service with a focus on quality, empathy, problem solving and documentation
• Organizational skills
• Ability to meet and/or exceed project deadlines
• Excellent spoken and written communication skills
• Ability to listen, analyze information, and multi-task
• Entrepreneur mindset, someone who takes initiative on what's needed to help both the customer and the team

Work Environment:

• If you are local, this is a hybrid position requiring 1-2 days per week in our RTP office. If you are outside of the Raleigh-Durham area, this can be fully remote. 
• Working hours will be 10am-7pm EST, 9am-6pm CST, 8am-5pm MST, or 7am-4pm PST.

A few things you’ll want to know:

What does ServiceTrade do?

Founded in 2012, ServiceTrade is the software platform for commercial mechanical and fire contractors. More than 1,300 contractors use ServiceTrade to increase profit and deliver more work during a persistent skilled labor shortage by improving service and project operations, helping technicians be more productive and do their best work, selling more service and inspection agreements, and growing customer loyalty. Over 10% of the commercial or industrial buildings in the United States are serviced by contractors using ServiceTrade to manage 13 million equipment assets and invoice more than $7.5 billion of service-related commerce. 

Ok, so why should I care about that?

Our customers are smart, hard-working people who we enjoy serving. We help them grow their business to earn more revenue, employ more blue-collar workers, and become more valuable to their customers. It’s why we get excited about serving a market that you might never have thought about before.

What kind of working environment do you have?

We’ve transitioned from a start-up to a scale-up -- that means we still have the spirit and energy of a start-up and are adding new people who will help us expand our business faster and run our business smarter. We have big ambitions and every employee understands our goals and what their role is in achieving them. Read about our company culture on our About Us page. 

What kind of benefits do you offer?

• Medical with Blue Cross Blue Shield NC (2 options)
• Dental and Vision with Unum 
• Company-paid Life insurance, STD and LTD 
• Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness, Accident and Pet Insurance 
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave 
• Community Impact Program (Volunteer)
• Tech and Wellness Stipend

Want to know more? 

Go ahead and apply! Let’s get to know each other.

#LI-Remote 

EEO Statement:
ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please Be Aware of Recruiting Scams

To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate website servicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.