EverPro - Product Support Specialist (Remote, US)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/  

We are looking for a Product Support Specialist to focus on our Service Fusion Brand. Founded in 2014, Service Fusion, now an EverCommerce solution, serves nearly 4,000 field service contractors in over 20 residential and commercial service verticals with mission-critical business management software. While the largest segments of the customer base are HVAC, plumbing, electrical, and appliance repair contractors, our target customer is “anyone in a truck who comes to your home or business to perform a service.” Service Fusion allows such contractors to operate their business from anywhere with enterprise-level features at a small business price.

Responsibilities:

• Manage and resolve customer questions and issues via phone, email or chat

• Take ownership of customer issues reported and seeing problems through to final resolution and root cause with full resolution confirmation from the customer

• Develop client’s end user software skills

• Follow standard procedures for proper escalation of unresolved issues

• Remain knowledgeable on all Service Fusion products

• Consistently meet or exceed performance metrics

• Administer value of product

• Collaborate with peers and clients on projects

• Drive continuous improvement of software

Skills and experience you will need to be successful in the role:

• 1 year of customer service or technical support is required; a bachelor’s degree is a plus

• Operational experience preferred:  ideally has worked in technical support for 1+ years at a software development company using a SaaS platform.

• Strong verbal, written and chat communication skills

• Technically savvy

• A clear understanding of computer software

• A clear understanding of web applications

• A clear understanding of mobile apps and devices

• Excellent troubleshooting skills

• Demonstrated experience in office administration, file maintenance, data entry, spreadsheet analysis, and reporting

• Demonstrated excellent interpersonal ability, problem-solving, flexibility/adaptability, multi-tasking, communication, research, analysis, and time-management skills

• Knowledge of QuickBooks and Excel is a plus

Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States, (work hours 6am–3pm CST OR 8-5pm CST) – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this