Job Description

ABOUT THE ROLE:

eSUB is looking for an experienced technical support representative to support our company’s growth and evolve our offering for enterprise/premier support. In this role, you will handle incoming questions and issues from clients and ultimately help drive their satisfaction and success with the eSUB platform.

We are extremely collaborative, data-driven, and believe in trying new ideas and failing forward. In short, it’s an exceptionally fun environment to get creative, get aggressive, and have a lot of fun doing it. Familiarity with construction is a nice-to-have but not a requirement.

KEY RESPONSIBILITIES INCLUDE:

· Develop a deep understanding of eSUB’s product/solution

· Respond to incoming calls, chats, and emails utilizing the Zendesk platform for ticket management

· Resolve customer issues within a timely manner and prioritize tickets accordingly

· Troubleshoot issues and provide step-by-step duplication steps when submitting bugs to engineering

· Handle internally submitted tasks, e.g. turning on/off modules, uploading client logos, etc.

· Coordinate with other teams- CSMs, Product, Engineering, and SMEs for resolution of issues and positive customer experience

· Handle ticket escalations from Tier 1 Client Support Representatives

ABOUT YOU:

• 3+ years of technical support experience
• Outgoing personality, professional demeanor and polished communication skills (excellent verbal & written skills)
• Strong troubleshooting, problem solving, and collaboration skills
• Possess a "passion for excelling", and demonstrate it daily
• Ability to multitask and work independently
• Experience working in the construction industry as a subcontractor/project coordinator a plus
• Experience working for a company that provides a SaaS business solution a plus
• Zendesk experience a plus
• Zendesk administration experience a plus

Company Description

If you're bold in your pursuits and passionate about change, then this might be the environment for you! eSUB provides world class, venture backed SaaS and mobile project management solutions to the skilled trades that build projects like the Freedom Towers, airports, major ballparks and tech campuses of the world. Our headquarters are located in the epicenter of San Diego's most desirable location, La Jolla / UTC. With a gym, food trucks, outdoor hammocks, barbecues, private shuttles to UTC Mall, in house ping pong, pool tables and open, collaborative space, we clearly value work/life balance and a commitment to the best. If you desire to be mentored by proven executives and collaborate with connected teams, consider joining our team.