Customer Support Specialist

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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

• Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner. • Use Zendesk (or other customer support software) to manage and track customer interactions, ensuring all requests are handled promptly. • Resolve customer complaints and issues by providing accurate information, troubleshooting, and offering appropriate solutions. • Maintain a high level of product knowledge to assist customers with questions and concerns. • Collaborate with other departments to ensure customer issues are resolved efficiently. • Document customer interactions and updates in the system for future reference. • Follow company policies and procedures in all interactions with customers. • Continuously strive to improve customer satisfaction by identifying areas for improvement in the support process. • Meet or exceed individual and team performance metrics. • Other Duties as assigned.

🎯 Requirements

• Minimum of 1-2 years of experience in customer support or a related field. • Familiarity with Zendesk or other customer support platforms is highly preferred. • Excellent verbal and written communication skills, with the ability to convey information clearly and effectively. • Strong problem-solving skills, with the ability to think critically and find solutions quickly. • Basic knowledge of Microsoft Office Suite and other computer applications. • Ability to work well in a team environment and collaborate with others to achieve common goals. • Ability to adapt to changing priorities and handle multiple tasks in a fast-paced environment. • A strong commitment to providing outstanding customer service and building positive customer relationships.

🏖️ Benefits

• Offers Bonus • Remote • Company-paid health benefits • 401k with company match • WFH Stipend