Customer Support Consultant

Customer Success USA · Remote, California
Department Customer Success USA
Employment Type Full-Time

Customer Support Consultant

Full-Time, Remote, USA


HammerTech is the Compliance, Risk and Safety Control Tower software platform for the construction industry. Our mission is simple: help the trillion-dollar construction industry reduce risk, improve productivity, and increase profits—safely. 

We have over 300+ incredible clients and are the solution of choice in the Australia and New Zealand market and growing rapidly in North America. With Series A completed and over $10 million+ capital raised from investors like Arrowroot Capital, we are investing in new markets and products to accelerate growth.

We offer a remote-first environment with flexible working hours as well as options for in-person working locations. To support the significant growth and development of the organization, we are seeking the expertise and capability of Customer Support Consultant to join our dynamic team.

 

What you’ll do at HammerTech

The main purpose of this role is to become a HammerTech expert so that assistance is provided in all facets of customer service, including responding to customer support tickets (both phone and email). The role also involves configuration of client environments, training and implementation support.

 

Responsibilities

  • Provide phone and email support to clients
  • Provide technical assistance to clients as required
  • Apply application expertise to identify problems, investigate causes and recommend solutions to correct problems
  • Assist in configuring client systems under the direction of Implementation
  • Update support articles as required
  • Participate and lead in project work as required
  • Undertake continuous improvement activities as directed and required
  • Other duties as required from time to time

 

Are you a good fit?

Let’s start with the HammerTech Core Values:

Everyone at HammerTech lives by our company values of United, Innovative and Authentic and we hope you’ll help us bring these to life in your role.

While you may not come from construction or technology, we know you’ll fall in love with the industry. It’s known for passionate and caring people, team players and avid problem solvers who want to build a better world. With your help as Marketing Specialist, we’ll help construction build safer, smarter, better—together.

If this sounds like you, keep reading!

  • Customer support/help desk experience for a software company or equivalent commercial experience in a support role
  • Experience in either Product Software Support or Application Support
  • Analytical problem-solver with demonstrated experience in troubleshooting login issues and user-process issues
  • Proven experience in configuring and implementing software solutions
  • Experienced in process improvement
  • Experience within or understanding of the building and construction or similar industry (preferred but not essential)
  • Excellent written and verbal skills
  • High attention to detail with ability to work within a team to ensure documentation of processes are maintained to a high standard
  • Capacity to build and foster strong stakeholder relationships
  • Capacity to manage competing priorities and meet agreed targets and timelines
  • Positive attitude ‘can do’ attitude

We recognize many of the skills we’ve developed over our careers are often transferable. We believe that creativity, enthusiasm, and drive are the keys to success. If you’re not sure you meet every qualification but feel you have other experience relevant to the role, we encourage you to apply.

 

Benefits at HammerTech

As a North American employee, you’ll benefit from some of the best parts of our Australian work-life culture thanks to our Aussie roots including:

  • Generous holiday and personal leave allowance (20 days’ vacation + 10 days’ personal leave each year, accumulating year to year)
  • Top-notch Medical/Dental/Vision benefits plus family benefits like paid Maternity/Paternity leave
  • Employer-funded health and wellness programs
  • Retirement 401K Plan
  • Fully remote (US or Canada) with flexible work hours – we trust you!
  • Opportunities to grow your career and make in impact quickly
  • The opportunity to meet your HammerTech team in person (paid travel of course) a couple of times per year in the US.

 

HammerTech values diversity and believes that our strength comes from including the perspectives of all kinds of contributors. We encourage people from underrepresented communities to apply, including racial minorities, LGBTQIA+, and those with disabilities. Accommodations are available during all stages of the recruitment process, please let us know of any needs we may not have accommodated.

Thank You

Your application was submitted successfully.

  • Location
    Remote, California
  • Department
    Customer Success USA
  • Employment Type
    Full-Time