Reconstruct is the leader in remote quality control, progress monitoring, and facilities assessment. Our cutting-edge reality mapping technology empowers you to manage projects remotely, mitigate risk, save time and money, and make better decisions—all while slashing travel to the job site.
Customer Support Specialist
The Customer Support Specialist (CSS) will be responsible for managing and triaging all requests that come through support. These responsibilities include, but are not limited to
- Owning all emails, requests and questions that come through the support channel
- Assessing each issue and understanding where it should be escalated
- Customer Success Management (CSM) team for customer workflow issues
- Product (via Shortcut) for bug or software issues
- Performing minor maintenance and correction tasks within the Reconstruct platform
- Maintaining a fair understanding of Reconstruct to effectively troubleshoot support issues
- Assessing and triaging hardware issues that are sent through support
- Providing weekly updates to the Head of Customer Experience and Customer Success Management team on the following
- Number of tickets created
- Number of tickets closed
- Number of open tickets
- Provide beta testing for new features released by product
- Updating technical documentation as appropriate
Skills Required
- Excellent understanding of Zendesk
- Excellent technical writing skills
- Ability to manage and triage issues
- Strong communication skills
- Strong technical troubleshooting skills
This position will report to the Head of Customer Experience. There is no anticipated travel associated with this role.