Level I Support Role

Level I Support Role

About SmartPM

SmartPM Technologies is an Atlanta based construction schedule analytics SaaS software company that is looking to hire a Level I Support Role, with relevant skills and experience, to work in an exciting, fast-paced, fun, and rewarding start-up environment to support our growing customer base.

SmartPM focuses on using technology to provide customers with tremendous insight into their construction projects. Therefore, candidates will be interacting with customers daily to ensure that users are utilizing the software successfully.

We are growing and adding a Level I Support role to help us scale our talented team. This is an opportunity as an early-stage employee to establish & run the support process for future Support Resources.

What You’ll Do

You will support customers and the SmartPM team and provide white glove service to customers in a timely manner, while driving continuous improvement.

You will:

• Troubleshoot problems, find solutions, and communicate them to customers via phone and email
• Work with customer success team to communicate with clients in a timely and professional manner
• Constantly improve and update the SmartPM Help Desk and Learning Management System
• Work with the development team to manage and coordinate complex support issues to resolution
• Become an expert in SmartPM and construction scheduling basics so you can resolve customer issues and questions quickly and efficiently
• Follow a ticketing process and track time to resolution and types of issues
• Strive to get excellent ratings from customers for your support services

What we are looking for:

Experience

• Bachelor’s degree in Engineering or Construction or Experience working in support at a SaaS company is a must
• Experience in Primavera P6 and Microsoft Project is a bonus
• Construction industry experience is a bonus
• Experience helping to refine and streamline the support process

Skills

• Passionate about gaining a deep understanding of the industry and technology
• Responsible with a sense of urgency to do whatever it takes to resolve issues
• Ability to build rapport with customers and provide white glove service
• Excellent written and verbal communication skills with the ability to make complex things seem simple
• Desire to wear multiple hats and help where needed in a start-up environment