Service Fusion - Product Support Specialist

You:

Have a high attention to detail and have a strong commitment to tasks being completed on time. You always take you work seriously with a high sense of duty and are very disciplined in your approach. Your pace of work is faster that the average person and still have a major focus on detailed, specialized work. You are task oriented with a conservative, careful and cautious approach to the work you are performing. You will gather a high degree of information before making a decision, then, deliver the information to our customers with sincere communication. You are a technical expert wtih strong follow through on delegated tasks by following established policies and procedures.

Us:
Founded in 2014, Service Fusion, now an EverCommerce solution, serves nearly 4,000 field service contractors in over 20 residential and commercial service verticals with mission-critical business management software. While the largest segments of the customer base are HVAC, plumbing, electrical, and appliance repair contractors, our target customer is "anyone in a truck who comes to your home or business to perform a service." Service Fusion allows such contractors to operate their business from anywhere with enterprise-level features at a small business price.

EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

Key Responsibilities:

• Manage and resolve customer questions and issues via phone, email or chat, including:
  
  • listening to and gathering information from the customer
  • researching, diagnosing, troubleshooting
  • identifying and assessing the issue
  • documenting and reporting
  • training
• Take ownership of customer issues reported and seeing problems through to final resolution and root cause with full resolution confirmation from the customer
• Develop client's end user software skills
• Follow standard procedures for proper escalation of unresolved issues
• Remain knowledgeable on all Service Fusion products
• Consistently meet or exceed performance metrics
• Administer value of product
• Collaborate with peers and clients on projects
• Drive continuous improvement of software
• Other duties as assigned

Skills and Experience:

• 1 year of customer service or technical support is required; a bachelor's degree is a plus
• Operational experience preferred: ideally has worked in technical support for 1+ years at a software development company using a SaaS platform.
• Strong verbal, written and chat communication skills
• Technically savvy
• A clear understanding of computer software
• A clear understanding of web applications
• A clear understanding of mobile apps and devices
• Excellent troubleshooting skills
• Exceptional patience, time-management, and organizational abilities
• Commitment to collegial and collaborative relationships with staff and leadership
• Adherence to Service Fusion's policies and procedures
• Commitment to ongoing personal growth and development
• Demonstrated experience in office administration, file maintenance, data entry, spreadsheet analysis, and reporting
• Demonstrated excellent interpersonal ability, problem-solving, flexibility/adaptability, multi-tasking, communication, research, analysis, and time-management skills
• Personal qualities of strong ethics, ability to do more with less, humility, and commitment to the mission of Service Fusion.
• Knowledge of QuickBooks and Excel is a plus

Work Environment

This role requires some flexibility in hours available for work Monday - Friday (core is 8:00 a.m. - 5:00 p.m.). The environment is relaxed with heavy telephone and email engagement with customers. We will utilize a hybrid work from home/office model or a remote model for non-local candidates. The employee must assure sound and open communications between themselves, staff, and the clients of Service Fusion.

Compensation, Benefits & Perks:

• This is a full-time position with a base pay of $45,000 with an OTE of $47,500
• Continued investment in your professional development
• Robust health and wellness benefits
• 401k with up to a 4% match
• Monthly wellness stipend
• Flexible and generous time off (FTO)
• Employee Stock Purchase Program
• Student Loan Repayment Program

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!