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Customer Support Representative – Remote

CoConstruct LLC

This is a Full-time position in Charlottesville, VA posted November 21, 2021.

Role Summary:

The Customer Support Representative helps our clients understand and utilize the CoConstruct software platform, but is also responsible for researching reported issues.

This requires you to work with our Development and Testing teams to report issues and maintain communication with our users to keep them updated on progress of reported cases.You’ll develop and maintain expert-level product knowledge, and respond to email and phone inquiries.

You’ll also work intimately with our Customer Support agents in keeping the team up to date on reported issues and resolutions.

All candidates are welcome to apply, and we’re especially interested in candidates that are able to work a 10 am – 7 pm EST schedule.

This role is REMOTE!!

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Key Accountabilities: *

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Respond to around 100 email and phone-based questions from our clients each week about how to use the Co-construct platform and how to fit our system into their business processes
Answer technical questions from our sales team as they work with new prospects
Conduct one-on-one training sessions and group webinars for clients
Contact clients via phone and email to offer proactive assistance
Field and resolve billing-related questions, including following established processes for issuing credits or refunds
Collaborate with other team members to reduce the number of client inquiries
Participate in the product development process by sharing client requests and providing feedback in product demos
Provide in-person support and expertise at client training events
Confirm and validate resolution with affected users
About you:

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At least 2 years’ experience in a phone customer support or customer service role
Software as a service or construction industry experience is preferred
You are as client-focused as we are, and you can help us keep our outstanding customer satisfaction scores
General finance or billing knowledge or experience with accounting software
You’re great at thinking on your feet and finding solutions to problems you’ve never seen before
Attention to detail is critical
You love technology and can juggle multiple systems at once
Exceptional verbal and written communication skills
You want to work on a team where everyone is as committed as you are
Great client relationship building skills
Evening availability required, potential shifts 10am-7pm or 11am-8pm
Bi-lingual skills are a plus, but not required
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About CoConstruct: *

We’re already the #1 rated company in our space and our customers love our system and our people.

Recently voted locally as “The Best Place to Work in Charlottesville” we care as much about our people as our customers, and it shows!

Whether it’s a pancake breakfast, a video game night, a 5k mud runs, or a happy hour, there’s time to enjoy the other people who are on the mission with you.

We’re also on a strong financial footing, with 12 years of organically-fueled growth and four years running on the Inc.

Magazine list of fastest growing privately held companies in the US.

But, there’s so much more we can do.

And that’s why we need you to join our growing team!

CoConstruct’s core values appear in everything we do and everyone we hire:

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Look in the mirror first: We first look to ourselves to see what we can do (and not just say) to make a difference.
Practice sympathetic straight-shooting: We don’t sugar coat the truth, but we always tell it, with care
– even when it’s not convenient.
Pursue the customer’s perspective: We make our customers’ lives happier by looking at the world through their eyes
– and then taking action.
Show personality: We allow our personalities to shine, so our customers love not just what we sell, but who we are.
Boldly Innovate: We unapologetically question the status quo – then focus, experiment, and simplify to solve important problems.
CoConstruct is an equal opportunity employer and does not discriminate on the basis of race, sex, age, national origin, religion, physical or mental disability/handicap, marital status, veteran status, sexual orientation or any other basis prohibited by law.

Job Type: Full-time