Customer Support Specialist

Who You Are: A professional who is seeking to use your skills in a way that positively impacts environmental change. You are excited about the opportunity to learn the cove.tool product suite and gain a deep understanding of clients while helping them use the product more effectively. You have the experience to successfully communicate via live chat, email and phone, the aptitude to learn the technical aspects of a SaaS product and the desire to create a great experience for customers.

Who We Are: We're willing to rethink everything to get buildings to net-zero carbon. We think differently and holistically about architecture, engineering, and construction space. We use science, care about others, and speak the truth about climate action.

Key job responsibilities

• Be the first point of contact for cove.tool users when they need help via live chat, email, and phone
• Troubleshoot product issues and resolve concerns through consultative problem solving
• Develop and maintain a deep knowledge of cove.tool products
• Provide feedback on the customer experience to improve the products and services
• Work closely with the Research team to communicate customer needs and product improvements
• Ensure customer satisfaction and provide professional customer support
• Take on ad-hoc projects to improve customer records, customer experience and share knowledge with other team members as needed

Basic Qualifications

• Technical software troubleshooting aptitude and experience
• Excellent problem-solving abilities and attention to detail
• Thrives in a challenging, fast-paced environment and enjoys helping customers
• Ability to work effectively in a hybrid office + remote environment
• Excellent communication skills through live chat, email and phone channels
• A demonstrated ability to quickly earn trust and build rapport with customers and teammates
• 1+ years of experience in Customer Support in a SaaS environment is a plus