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Customer Operations & Support Specialist

Fieldwire

Fieldwire

Customer Service, Operations
Vienna, Austria
Posted on Friday, March 22, 2024

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 of Fieldwire by answering their questions about our platform, executing subscription orders and provisioning accounts in our back office and billing systems, and creating help content for our customer-facing knowledge base while delivering live customer trainings. You’ll join a tight-knit team that will challenge you to answer a high volume of questions at the utmost levels of quality, while systematically improving the usability of our product and support resources.

Reporting to our Hilti-Fieldwire Business Owner in Austria, in conjunction with our EU Team Manager of Customer Operations & Support in Paris, you’ll have a wealth of tactical resources to develop your skills in troubleshooting, bug reporting, and account operations. Taking as much pride in “owning the inbox” as owning processes for seamlessly renewing accounts and creating the next great how-to guide for your customers, your verbal and written communication skills will flourish, if you’re up to the challenge.

If you’re experienced in customer service and/or billing 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), our user-facing knowledge base, and high-volume external customer trainings as well as internal account operations processes.

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

  • Answer inbound phone calls, chats, emails, and messages and persistently drive each customer issue to resolution, in (standard) German and English. Business fluency in other Austrian dialects is nice to have, but not required.
  • Master the Fieldwire Product to create and deliver administrator and end user trainings that successfully onboard new customers and expand existing ones
  • Create new and update existing knowledge base articles, setup guides, and instructional videos in (standard) German
  • Own, iterate, and scale our account operations program (subscription orders/custom contracts, invoice management, back office account procurement, etc.) in Austria, Germany, Switzerland, and the other German-speaking EU countries we operate in
  • Execute new and updated subscription orders, provision and update accounts via our back office systems, and perform various other back office administrative tasks
  • Gather and report on customer feedback trends to improve the product and account services from onboarding to renewal
  • Interface directly with product, engineering, sales, success, and internal operations teams to champion the voice of the customer and develop 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

  • 1-3 years of Account Management, Customer Support, Success, or other relevant customer-facing and/or internal operations experience, preferably in SaaS
  • Ability to speak and write in fluent (standard) German; business fluency in other Austrian dialects is nice to have, but not required
    • Able to communicate in English for training and internal communication
  • Positivity, empathy, and patience when working through customer issues
  • Experience developing and maintaining customer-facing and/or internal docs
  • Strong time management skills and experience contributing to internal process development and/or account management
  • Creative problem solving skills and ability to work with a high level of autonomy while being radically candid and proactive with feedback
  • 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

Who is Hilti?

Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.

Who is Fieldwire?

Fieldwire, a Hilti Group Company, is a San Francisco-based construction management software used on over 1 million projects worldwide. We’re building a Field and Project Management Platform that reflects our obsession with improving the way construction teams work together, providing operational excellence for a $10 Trillion/year industry.

With an exceptional product-market fit, we’re delivering a superior, easy-to-use web and mobile App that’s driven by the voice of our customers. We solve for fluid access to information and coordination of labor at-scale for some of the largest projects in the world. Our mobile app has a five-star rating with thousands of customer reviews.

Fieldwire was acquired by Hilti for $300M in November 2021. Firmly aligned with their mission to be the construction industry’s most trusted productivity partner, Fieldwire has already transformed the way thousands of companies across the globe are working together, and we’re growing faster than ever. We are looking for smart, talented people to join our team in Austria to provide best-in-class service to our rapidly-expanding customer base across the world.

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

  • Experience translating English (support) content to German
  • Experience in or knowledge of the construction industry

Benefits

  • Competitive Salary
  • Performance Bonus
  • Medical/Dental/Vision Insurance
  • 401k
  • Generous PTO
  • Commuter Benefits

Where is the job located?

This role is hybrid and based in Vienna, Austria. Our headquarters are based in beautiful San Francisco and our office is centrally located right off of Embarcadero Bart station.

Recruiting process

We will employ the following recruitment process:

  • Application with resume and questions
  • Phone screening call with our recruiter
  • 1 Interview with the Business Owner of your region
  • Take-home assignment
  • Final interviews with your EU and Global Support functional Managers

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