About the position
EverCommerce 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. We are looking for a Product Support Specialist to focus on our Service Fusion Brand. 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.
Responsibilities
- Manage and resolve customer questions and issues via phone, email or chat
- 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
Requirements
- 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
- 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
Nice-to-haves
- Knowledge of QuickBooks and Excel is a plus
Benefits
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Continued investment in your professional development
- Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
