Customer Support Specialist

🕒 October 20

🇺🇸 United States – Remote

💵 $25 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AIA Contract Documents

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1888

🏗️ Construction

☁️ SaaS

⚖️ Legal

💰 Private equity on 2020-11

Construction • SaaS • Legal

AIA Contract Documents is the American Institute of Architects' (AIA) cloud platform and publishing arm that provides standardized, case law-backed contract templates and forms for the architecture, engineering, and construction (AEC) industry. For over 135 years it has distributed official AIA-sealed documents covering the full lifecycle of construction projects — from design and bidding to construction, program management, facility management, and building maintenance. The platform offers smart workflow software (Catina/ACD5), subscription and per-use access to 300+ documents, role-based document searching (architect, GC, subcontractor, owner, consultant, facility manager, law firms), training, webinars, case studies, and support to streamline collaboration, ensure compliance, and reduce project risk.

📋 Description

• Serve as a frontline point of contact through phone, email, and chat • Investigate, reproduce, and troubleshoot customer questions and software issues • Ask diagnostic questions and guide customers through practical solutions • Own customer issues from initial contact through resolution or escalation • Handle challenging or frustrated customer interactions professionally • Develop strong working knowledge of ACD products, features, workflows, and customer use cases • Translate software concepts into clear guidance • Use HubSpot, Zendesk, or similar support platforms to document interactions and track cases • Prioritize multiple customer interactions in a high-volume, phone-centered environment • Partner with Product and Technology teams to escalate complex issues • Identify recurring questions and opportunities to improve knowledge resources, workflows, and customer experience • Participate in product updates, training, coaching, and team meetings • Follow company policies, privacy, and information-security requirements • Perform other duties as assigned

🎯 Requirements

• At least 1 year of direct, frontline customer support experience at a software or SaaS company • 1–2 years or more preferred • Experience handling customer issues directly by phone, email, and chat • Demonstrated software troubleshooting skills • Clear verbal and written communication skills • Strong empathy, active listening, and de-escalation skills • Ability to remain composed in difficult customer conversations • Ownership mindset, attention to detail, follow-through, coachability, and sound judgment • Ability to work across multiple applications and customer cases while maintaining accurate documentation • Familiarity with HubSpot, Zendesk, or comparable customer support/ticketing systems preferred • 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 • Maintain a professional remote work environment and reliable high-speed internet access • Regular and predictable attendance; availability during established business hours and scheduled meetings • Ability to legally work in the country where the job is located and answer employment sponsorship questions

🏖️ Benefits

• Bonus • Company-paid health benefits • 401k with company match • WFH Stipend • Fully remote work arrangement • Annual in-person ACD Connect event and occasional business-related travel