Customer Support Representative

At INGENIOUS.BUILD, we’ve cracked the code and built a world-class platform for companies of all sizes within the real estate and construction industries across the globe, enabling them to simply and effortlessly manage all aspects of their projects--from inception to completion, and both internally and in conjunction with the other project participants.

Think about what you could do here… At INGENIOUS.BUILD, you’ll be participating in one of the most exciting and unparalleled journeys of your career--a journey to pioneer the first cloud application to manage the entire lifecycle of a real estate construction project. In short, you’ll be building what some have claimed is the holy grail of construction project management.

It’s big. Bold. Audacious, even. But that's how we roll...

And if you’ve got what it takes, you’ll be directly involved in its development. The rest, as they say, will be history...

About the role:

We are seeking a Customer Support Representative with 1-2 years of prior experience in a customer support role within an enterprise SaaS (Software as a Service) company. The ideal candidate will possess excellent communication skills, a strong understanding of SaaS products, and a passion for delivering exceptional customer service. As a Customer Support Representative, you will be responsible for assisting customers with product inquiries, troubleshooting technical issues, and providing timely and effective solutions to ensure customer satisfaction.

In this position, you will:

1. Respond promptly and professionally to customer inquiries via email, chat, and phone.
2. Troubleshoot and resolve technical issues related to our SaaS platform, escalating complex issues to the appropriate teams when necessary.
3. Guide customers through product features and functionalities, providing clear and concise instructions.
4. Document and track customer interactions and reported issues in the CRM system.
5. Collaborate with cross-functional teams, including Product Development, Engineering, and Sales, to advocate for customer needs and drive product improvements.
6. Identify opportunities to improve support processes and procedures to enhance the overall customer experience.
7. Stay up-to-date on product updates, new features, and industry trends to assist customers effectively.
8. Provide proactive support by anticipating customer needs and offering solutions before issues arise.

Skills and Experience needed:

1. Bachelor's degree in a related field or equivalent work experience.
2. 1-2 years of prior experience in a customer support role within an enterprise SaaS company.
3. Strong understanding of SaaS products and technologies.
4. Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
5. Exceptional problem-solving skills and the ability to think critically under pressure.
6. Empathetic and patient demeanor with a customer-centric approach.
7. Ability to multitask and prioritize tasks in a fast-paced environment.
8. Proficiency in using CRM systems and support tools.
9. Experience working with remote teams is a plus.
10. Prior startup experience is a plus.

We're fired up to learn more about you to see how you can help us on our mission!  We genuinely look forward to receiving your application to gain further detail on who you are and how you tick... and hopefully start the process of bringing you into the Ingenious family ;).