Product Support Specialist

Valsoft Corporation

4d•Remote

About The Position

A new opportunity for an enthusiastic and highly driven electrical or mechanical estimator who enjoys dealing with people and wants to move into the tech industry. Countfire is cloud-based takeoff and estimating software for electrical, mechanical and other construction contractors. This role supports customers on both sides of the Atlantic, with working hours including cover for North American business hours. The essential ingredient for this role is estimating knowledge, with comprehensive on-the-job training provided in a supportive and collaborative environment. Valsoft Corporation, established in 2015, has grown to a global portfolio of 120+ companies, acquiring and developing vertical market software companies. Countfire is revolutionizing the construction industry with its automated takeoff software and is a fast-growing SaaS scale-up. The team is lean, agile, and results-driven, empowering people to take ownership, experiment, and grow. Joining Countfire means joining a mission to make estimators superhuman and digitally transform an entire industry.

Requirements

2+ years experience as an Electrical or Mechanical Estimator, or in a customer support or technical role within the electrical, mechanical, or construction industry.
A strong interest in technology and a desire to build a career in software.
Excellent verbal and written communication skills, with the ability to explain technical concepts in a clear and approachable way.
A customer-first mindset with a genuine passion for helping people succeed.
Strong attention to detail and the ability to follow established processes consistently.
Excellent organizational and time management skills, with the ability to manage multiple customer enquiries.
Confidence delivering customer training, presentations, or demonstrations (or the willingness to learn).
The ability to work independently in a fully remote environment while collaborating effectively with a global team.
A positive attitude, strong work ethic, and commitment to achieving individual and team performance goals.
Flexibility to work scheduled hours that overlap with customers in the United States and Canada.
Reliable computer with stable high-speed internet.
Professional headset.
Quiet, private workspace suitable for handling customer information.

Nice To Haves

Experience using estimating or takeoff software such as Countfire, Trimble, Bluebeam, Accubid, ConEst, McCormick, or similar platforms.
Previous experience in a customer support, technical support, help desk, onboarding, or software training role.
Experience working with CRM or customer support platforms (such as HubSpot, Zendesk, Intercom, or similar).
Experience delivering virtual customer training sessions.
Familiarity with SaaS (Software-as-a-Service) products and cloud-based applications.

Responsibilities

Answer inbound support enquiries from users in the UK, US and Canada, professionally and quickly.
Run training sessions with new customers as part of their onboarding, following our training format.
Learn the product inside out so users get the full benefit of every feature.
Use your first-hand estimating experience to relate to what users are trying to achieve.
Explain technical features in a simple way that people can understand.
Follow our internal processes accurately so every type of request is handled the right way.
Help maintain our response time (we aim to respond to any support request within 2 minutes).
Keep accurate records of the support conversations you handle.