Estimator – Product Support

Stellenbeschreibung:

Answer inbound support enquiries from users in the UK, US and Canada professionally and quickly
Run training sessions with new customers during onboarding, following the training format
Learn the product thoroughly so users get the full benefit of every feature
Use estimating experience to understand what users are trying to achieve
Explain technical features in a simple, accessible way
Follow internal processes accurately for every support request
Help maintain the target response time of two minutes for support requests
Keep accurate records of support conversations
Support customers in the UK and North America
Attend team meetings and training sessions

Requirements

2+ years experience as an Electrical or Mechanical Estimator, or in a customer support or technical role within the electrical, mechanical, or construction industry
Strong interest in technology and desire to build a career in software
Excellent verbal and written communication skills
Ability to explain technical concepts clearly and approachably
Customer-first mindset and passion for helping people succeed
Strong attention to detail and ability to follow established processes consistently
Excellent organizational and time management skills
Ability to manage multiple customer enquiries
Confidence delivering customer training, presentations, or demonstrations, or willingness to learn
Ability to work independently in a fully remote environment while collaborating with a global team
Positive attitude, strong work ethic, and commitment to performance goals
Flexibility to work scheduled hours overlapping with customers in the United States and Canada
Reliable computer with stable high-speed internet
Professional headset
Quiet, private workspace suitable for handling customer information
Experience using estimating or takeoff software such as Countfire, Trimble, Bluebeam, Accubid, ConEst, McCormick, or similar platforms
Previous experience in customer support, technical support, help desk, onboarding, or software training
Experience with CRM or customer support platforms such as HubSpot, Zendesk, Intercom, or similar
Experience delivering virtual customer training sessions
Familiarity with SaaS products and cloud-based applications

Core Competencies

Demonstrates expertise in customer support and technical training within the electrical, mechanical, or construction industries, with a strong focus on effective communication and process adherence. Proficient in using estimating software and CRM platforms to enhance customer experience and support.