Customer Operations & Support Specialist

Hilti Fieldwire, Inc.'s affiliate is hiring. This position is an opportunity to join the Hilti, Inc. team. The candidate selected for this position will be a Hilti, Inc. team member. If interested, please complete our application.

Who are we looking for?

As a Customer Operations & Support Specialist, your objective is to ensure our customers get the most out of Fieldwire by answering their questions about our platform, executing repeatable back office operations tasks to set up premium subscription contracts and accounts, and creating how-to articles and onboarding guides in our customer-facing Knowledgebase. You’ll join a tight-knit team that will challenge you to answer a high volume of questions at the highest level of quality, while systematically improving the usability of our product and support resources. Plugging into innovative systems for issue, feedback, and help content-improvement tracking, you’ll interface directly with our product, engineering, sales, and success, and internal operations teams to champion the voice of the customer and develop new processes, automations, and customer outreach programs. 

Reporting to our EU Team Manager of Customer Operations & Support (remote, Paris based), in conjunction with our local [relevant region] Business Owner, you’ll have a wealth of tactical resources to develop your skills in troubleshooting, bug reporting, sales operations, and more. Taking as much pride in “owning the inbox” as setting up new accounts, onboarding new customers, and creating the next great how-to guide that helps us work “smarter, not harder”, your verbal and written communication skills will flourish, if you’re up to the challenge.

If you’re experienced in customer service, developing help content, and/or executing back office operations; passionate about helping people revolutionize how construction projects are managed; and excited to work cross-functionally to solve customer issues at their root causes, we’d love to meet you!

What you’ll be doing

Fieldwire’s core mission is a proven competitive advantage: be the most customer-success driven company with the most intuitive App in Construction Tech. Manning the front lines in executing that mission, our Customer Operations & Support Team owns direct communication channels with our existing and potential new customers (email, phone, chat, and messaging), authoring and localizing our user-facing Knowledgebase, direct customer onboardings and webinars for small and self-serve accounts, and high-volume internal account operations processes (creating subscription orders and invoice management, back office premium account procurement, etc.).

The primary responsibilities for our next Customer Operations & Support Specialist will be to:

• Master the Fieldwire product; answer inbound phone calls, emails, and messages, persistently driving each customer issue to resolution, in Italian and English
• Triage and troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
• Update existing customer-facing Knowledgebase articles, setup guides, and instructional videos in Italian and English
• Create and deliver administrator and end user trainings that successfully onboard new customers in Italian and English
• Execute basic account operations tasks, configuring custom contracts with sales and their customers and performing account set up and various other back office administrative processes
• Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and success teams that champion the voice of the customer and deliver new processes, automations, and customer outreach programs

At Fieldwire, we’re looking for our next Customer Operations & Support Specialist to have the following skills and experiences:

• 1-2 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
• Ability to speak and write in fluent English & Italian
  • Able to communicate in English for training and internal communication
• Positivity, empathy, and patience when working through customer issues
• Strong time management skills and experience and/or interest in working on a remote team
• Owner mentality and can-do attitude; creative problem solver who asks for help as readily as they give it
• Great to work with (ambitious and committed, humble and fun); desire to learn in a dynamic startup environment and grow your career with us for the long term

And if you have any of the following, we REALLY want you to apply today!

• Basic fluency in other European languages
• Prior experience with Zendesk, Salesforce, and/or equivalent digital Support and CRM platforms
• Proven experience creating issues in Jira and internal documentation in Confluence, or similar software
• Experience developing and maintaining customer-facing and/or internal docs
• Experience translating English (support) content to [relevant regional language
• Experience contributing to internal process development and/or account management
• Experience in or knowledge of the construction industry

Why Fieldwire?

Fieldwire is a construction field management software, used on over 1,000,000+ projects worldwide. We’re obsessed with improving the way teams work together. We’re building a Field Management Platform dedicated to construction teams — providing operational excellence for one of the world’s largest global industries -- $10 Trillion/year. We’re delivering a superior, easy-to-use product that’s driven by the voice of our customers.

Fieldwire solves the problem of access to information and coordination of labor at a large scale for some of the largest projects in the world. The Fieldwire mobile app has a nearly five-star rating based on thousands of customer reviews. Fieldwire was venture backed by top venture capitalists and has already transformed the way thousands of companies worldwide are working together. Fieldwire was acquired by Hilti for $300M in November 2021.

Where is the job located?

This role is Hybrid, and based in Milan, Italy.