Axis Construction Mgmt., LLC.

• Serve as the primary contact for our current clients, providing timely and professional support via chat, email, WeChat, and phone. • Respond to clients inquiries regarding materials and platform usage, ensuring accurate, timely, and professional communication. • Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved. • Guide customer through the journey and help ensure students receive a smooth and positive learning experience. • Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience. • Maintain a high standard of service quality, empathy, and professionalism in every interaction. • Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves providing superior technical support and troubleshooting for Axis customers. The Customer Support Specialist (CSS) will use a range of technical expertise, including customer service skills, tools, and resources available to deliver effective solutions to technical issues. - Identify, research, and resolve technical and end-user application failures and deficiencies. - Ensure proper follow-through on all directives, bulletins, and schedules from management. - Proactively identify areas where product improvements can be made to enhance ease of use and functionality. - Educate and coach customers on best practices for using Axis products and services. - Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments. - Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability. - Assure customer acceptance of and quality of resolution. - Identify and escalate issues that require advanced product knowledge or technical expertise. - Serve as a Subject Matter Expert for the design and development of training materials. - Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts. - Continuously engage in self-directed learning opportunities to increase functional product knowledge. - Document known errors, workarounds, procedures, and product-specific information. Qualifications - Bachelor's degree or equivalent work experience - 2+ years customer service / contact center experience - General automotive knowledge - Experience troubleshooting hardware, software, and network-related issues - Ability to communicate clearly and concisely, both orally and in writing - Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and creatively - Strong analytical, technical, and problem-solving skills Requirements - Experience with Salesforce, Five9, Slack, & Google Suite - Web Crawling/Search experience - Ability to retain knowledge of State/Local/Federal/Contract Requirements for Role - Able to successfully manage tasks and inquiries for VIP clientele Customer Service including Phone Etiquette, Empathy, and Active Listening - Eagerness to learn, take direction and feedback, multi-task, time manage, and problem-solve Benefits - Competitive pay - Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US) - Immediately vested 401K (US) or RRSP (Canada) with company match - Paid Vacation, Personal, and Sick Time - Paid maternity and paternity leave (US) - Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US) - Robust Employee Assistance Program - Employer paid Leap into Service Day to volunteer - Tuition Reimbursement for eligible programs - Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization - Company culture of internal promotions, diverse career paths, and meaningful advancement

THE COMPANY Axis Construction Management provides construction project management, general contracting, tenant improvement, design/build, and a host of related services to commercial and institutional clients throughout the Philadelphia region, New Jersey and along the East Coast. We also offer specialized expertise in medical office and outpatient facilities, as well as multi-family residential for both educational institutions and commercial developers. THE POSITION As a part of the Service Center Team, you will provide users with tier 3 platform and technical support. Our Team handles fast-paced and quick response support via email & phone and works to quickly resolve issues in a professional and courteous manner. You will also assist other teams by gathering and reporting on account data and offering personalized, proactive assistance to clients, coordinating account updates, and logging customer feedback for platform enhancements. THE LOCATION US - Remote Though the company's headquarters is in King of Prussia, Pennsylvania, our growing Elizabeth, New Jersey, East Coast office is located in downtown Athens, Georgia, and offers a fast-paced, customer support-oriented environment. This position can be done remotely. THE SKILLS To succeed in this position, candidates should have exceptional verbal and written communication skills (including typing, spelling, and grammar) as well as computer and problem-solving skills. You should be resourceful, analytical, adaptable, and organized. Candidates should display thought leadership, data analysis, and strategic thinking. THE OPPORTUNITY Axis Construction is a team-oriented company who values our team members and supports their career goals. As a fully funded startup, we offer competitive salaries and option packages, health insurance benefits, and a flexible vacation policy. Axis Construction believes that learning is a lifestyle, so we provide hardware and software tools and opportunities to work with other departments, such as product, operations, sales, and marketing. The Service Center Assistant position is a full-time, 40-hour/week position with a starting salary of $25.00 per hour. After successful performance reviews, pay can increase with continued opportunities to advance into a Customer Success position. Customer Support Specialist Responsibilities: * Interact with customers via phone and email, focusing on tier 3 platform and technical support * Work alongside an offshore team to provide customer support, follow-up, and policy enforcement * Document all issues, resolutions, and follow-up actions * Provide consistent, high-quality support to all customers * Be a positive representative for our clients by taking a caring and empathetic approach to all customer interactions * Efficiently resolve customer inquiries on the first contact * Handle problem resolutions that may require follow-up and/or escalations to a higher level of expertise, or another department * Contribute to account oversight, data reporting, and policy enforcement * Build proactive relationships with high-priority clients and users, with a focus on user empowerment. Basic Job Qualifications and Skills: * 4-year college degree * Outstanding verbal and written communication, active listening skills, including the ability to speak, read, and write fluently in English; Spanish bilingual skills are a major plus * Computer proficiency, including the ability to easily navigate and toggle between multiple screens and platforms, talk and type at the same time, and troubleshoot basic computer issues * A data-driven approach to problem-solving and strategy * Helpful and proactive manner * Great interpersonal and administrative skills * Self-motivated * Experience working in a team Preferred Job Qualifications and Skills: * Experience working in customer support or the SaaS industry * Experience with Google Suite * Experience with Atlassian Suite * Experience with Freshdesk, or other help desk ticketing software * Experience with data analysis and reporting * Spanish language skills preferred * Strong troubleshooting skills * SaaS platform tools Required Technical Job Requirements: * Experience with computers * Experience with email and internet browsers Work Location: Remote

• Identify, research, and resolve technical and end-user application failures and deficiencies. • Ensure proper follow-through on all directives, bulletins, and schedules from management. • Work to proactively identify areas where product improvements can be made to provide enhanced ease of use and functionality. • Educate and coach customers on best practices for using Axis products and services. • Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments. • Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability. • Assure customer acceptance of and quality of resolution. • Identify and escalate issues that require advanced product knowledge or technical expertise. • Serve as a Subject Matter Expert for the design and development of training materials. • Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts. • Continuously engage in self-directed learning opportunities to increase functional product knowledge • Document known errors, workarounds, procedures, and product-specific information.