Customer Support Specialist

AIA Contract Documents

21d•$25 - $25•Remote

About The Position

AIA Contract Documents (ACD) is hiring a Customer Support Specialist to provide frontline support to customers using its software. The specialist serves as a primary point of contact by phone, email, and chat, combining empathy and clear communication with curiosity, judgment, and hands-on software troubleshooting. The role requires taking ownership of customer issues from initial contact through resolution or escalation, maintaining customer communication, and working effectively in a busy support operation. This position is fully remote and primarily phone-centered. The employee must maintain a professional work environment and reliable high-speed internet, and be able to collaborate through video conferencing, phone, email, and messaging platforms. The assigned support shift is either 9:00 a.m.–6:00 p.m. ET or 10:00 a.m.–7:00 p.m. ET, based on team coverage needs. Regular, predictable attendance and availability during established business hours are essential. Employees are expected to attend the annual in-person ACD Connect event and may occasionally travel for other business activities.

Requirements

At least 1 year of direct, frontline customer support experience at a software or SaaS company, helping external customers use or troubleshoot the company's software product.
Experience handling customer issues directly by phone and supporting customers through email and chat as needed.
Software troubleshooting skills, including asking clarifying questions, isolating issues, navigating product workflows, and determining when and how to escalate.
Clear verbal and written communication skills, including the ability to explain technical information to customers with varying levels of software experience.
Empathy, active listening, de-escalation skills, and the ability to remain composed in difficult customer conversations.
Ownership mindset, attention to detail, follow-through, coachability, and sound judgment when balancing customer needs and business priorities.
Ability to work across multiple applications and customer cases while maintaining accurate documentation and meeting performance expectations.
Proficient use of common business software and Microsoft 365.
Ability to consistently work an assigned support shift of 9:00 a.m.–6:00 p.m. ET or 10:00 a.m.–7:00 p.m. ET, based on team coverage needs.
Ability to maintain a professional work environment and reliable high-speed internet for remote work.
Regular and predictable attendance, availability during established business hours, and ability to attend scheduled meetings and customer interactions.

Nice To Haves

1–2 years or more of direct frontline customer support experience at a software or SaaS company.
Familiarity with HubSpot, Zendesk, or comparable customer support or ticketing systems.

Responsibilities

Serve as a frontline point of contact through phone, email, and chat, providing timely, professional, and empathetic support.
Investigate, reproduce, and troubleshoot customer questions and software issues by asking diagnostic questions and guiding customers through practical solutions.
Own customer issues from initial contact through resolution or a well-managed escalation, keeping customers informed and following through on commitments.
Handle challenging or frustrated customer interactions with patience, composure, professionalism, and a solutions-oriented approach.
Develop working knowledge of ACD products, features, workflows, and customer use cases, and explain software concepts clearly.
Use support platforms to document interactions, track cases, communicate next steps, and maintain visibility into outstanding issues.
Prioritize and manage multiple customer interactions in a high-volume, phone-centered environment while meeting quality, responsiveness, and productivity expectations.
Partner with teammates and internal groups, including Product and Technology, to escalate complex issues with reproduction steps, context, and supporting documentation.
Identify recurring customer questions, software friction points, and opportunities to improve knowledge resources, workflows, and the customer experience.
Participate in product updates, training, coaching, and team meetings, applying feedback and strengthening technical and customer-support skills.
Follow company policies, procedures, and applicable privacy and information-security requirements.
Perform other duties as assigned.
Attend the annual in-person ACD Connect event and occasionally travel for other business-related activities.
Maintain a professional remote work environment, reliable high-speed internet, predictable attendance, and availability for business hours, meetings, customer interactions, and communications.