Customer Support & Success Specialist (Hi‑Vis® Scaffold Management Software)
About The Position
You will be a key member of AT‑PAC’s Product & Innovation team supporting Hi‑Vis®, our scaffold management software. You will combine hands‑on product support with customer success responsibilities to ensure customers receive measurable value as they implement and scale Hi‑Vis®. Product Support & Troubleshooting Diagnose issues across configuration, data, and system behavior; document findings and escalate software defects via Azure DevOps. Maintain clear customer-facing case notes and knowledge articles in Zendesk. Onboarding, Training & Enablement Lead onboarding sessions, workshops, and webinars for customers. Support onsite/remote implementation in collaboration with regional SMEs. Create and update user guides, training material, and release‑related communication. Customer Success & Adoption. Support renewal readiness and identify expansion opportunities. Develop scalable customer-success playbooks and internal processes. Cross‑Functional Collaboration Provide structured customer feedback to Product. Participate in release planning and deliver product demos.
Requirements
- 3+ years in Technical Support or Customer Success for B2B software.
- Experience with Zendesk, Azure DevOps/Jira, and Power BI.
- Strong communication skills; confident presenter.
- Previous construction on site project experience it’s a plus, ideally in temporary works/scaffolding background
- AI readiness
Nice To Haves
- CRM experience
- additional languages
- ConTech/PropTech background
- willingness to travel 10–20%
Responsibilities
- Diagnose issues across configuration, data, and system behavior; document findings and escalate software defects via Azure DevOps.
- Maintain clear customer-facing case notes and knowledge articles in Zendesk.
- Lead onboarding sessions, workshops, and webinars for customers.
- Support onsite/remote implementation in collaboration with regional SMEs.
- Create and update user guides, training material, and release‑related communication.
- Support renewal readiness and identify expansion opportunities.
- Develop scalable customer-success playbooks and internal processes.
- Provide structured customer feedback to Product.
- Participate in release planning and deliver product demos.
Benefits
- terrific career opportunities
- competitive compensation
- comprehensive benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
