Customer Support Agent

About the Company:

ArcSite is the premier provider of mobile sketching and drawing-based takeoff and estimate solutions. It is relied upon by designers, field salespeople, technicians, and inspectors to create exceptional drawings on both mobile devices and laptops, from anywhere, without the steep learning curve of traditional CAD applications. ArcSite helps businesses close deals immediately while saving hours each week by efficiently generating quotes and takeoff reports.

Our dynamic team is dedicated to making CAD available to more people globally. We're a team of skilled and innovative individuals, committed to revolutionizing our customers' design experiences. At ArcSite, where innovation meets customer focus, you have the opportunity to elevate your career. Join us in shaping the future of drawing.

About the Role:
Our Customer Success team is looking for an eager, outgoing candidates to join us as a Customer Support Agent. This role focuses on supporting our clients' requests while learning the features, functions, and value of the ArcSite platform.

In this role, you'll manage inbound requests from clients on a variety of topics, including billing and administrative requests, product troubleshooting, documenting bugs, capturing client feedback, and investigating challenges to find solutions across multiple teams and departments.

Career development is important at ArcSite. This role aims to equip new employees with the skills and knowledge to move into the Onboarding Specialist position, further helping our clients onboard and adopt the ArcSite product.

Key Responsibilities:

• Responsible for handling all incoming support chats and calls.
• Achieving and surpassing Key Performance Indicators (KPIs) such as response time and CSAT scores.
• Creating detailed documentation of processes and solutions.
• Capturing client issues and feedback, and effectively communicating customer needs to the product and development team.

Requirements

• Bachelor's Degree.
• Outstanding interpersonal skills and a strong desire to assist individuals.
• Previous experience in roles involving direct interaction with clients (customer support / customer success).
• Inquisitive nature and eagerness for personal development.

Benefits

• Fully remote
• Unlimited PTO
• Medical, dental, and vision insurance
• Vested 401K match as of start date
• $75 monthly wellness stipend

ArcSite is an equal opportunity employer and fosters an inclusive environment. We do not discriminate based on gender, race, ethnicity, orientation, creed, or other traits. We welcome people from diverse backgrounds and perspectives to apply to our positions.