Job Description

About us:

We're disrupting the trillion-dollar construction industry and having a blast doing it! eSUB is the leader in project management software exclusively focused on Commercial Trade Contractors. Our customers build projects like the Freedom Towers, airports, major ballparks, and tech campuses of the world.

Users rate eSUB the #1 product in Construction Project Management and we have built a strong and loyal customer base for our award-winning platform. At its core, eSUB helps our customers get paid for the work they do and mitigate risk on their commercial trade contractor projects. Backed by top tier VCs, we are now looking to take our product platform to the next level and that’s where you come in.

About the role:

eSUB is looking for a technical support representative who is passionate about providing an excellent customer experience. 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 including CSMs, Product, Engineering, and SMEs when necessary to provide full resolution to issues and a positive customer experience

About you:

• 2+ years of client 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
• Looking for a candidate with technical troubleshooting experience
• Zendesk experience a plus

WORK ENVIRONMENT:

This is a remote position

REPORTS TO Manager, Client Support

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. If you desire to be mentored by proven executives and collaborate with connected teams, consider joining our team.