Customer Support Specialist

Customer Support Specialist

Location: Greenville, SC

Employment Type: Full Time

The Customer Support Specialist provides support to users by answering product and billing questions, troubleshooting problems, and assisting with getting the right resources focused on client issues. This position requires the flexibility to work rotating shifts.

Primary Responsibilities

  • Provide customer support to customers via phone, email, chat, and online help channels
  • Provide answers to clients for general questions about products and orders
  • Assist with billing and invoice issues, such as payments, refunds, order replacements and cancellations
  • Provide general how-to guidance and user information with company software products; including identifying the issues, researching answers, and elevating to next level of support for resolution when required
  • Log customer contacts into ticketing system for handling, tracking, and follow up of customer issues and needs
  • Respond to customers in a timely and efficient manner within designated service level agreements
  • Assist in identifying areas of improvement for client and user training of supported software and program

Qualifications

  • Previous call center/customer support/help desk experience preferred
  • Experience with Salesforce and Zendesk preferred
  • Ability to quickly learn other software/systems
  • Good written and verbal communication skills
  • Good interpersonal and customer service skills
  • Ability to multi-task and problem solve effectively
  • Computer proficiency, including Microsoft Office, LAN knowledge, system administration, and operating systems

Gordian is the world’s leading provider of construction cost data, software and services for all phases of the construction lifecycle. From planning to design, procurement, construction and operations, Gordian delivers groundbreaking solutions to contractors, architects, engineers, educational institution stakeholders, facility owners and managers in the local, state and federal government, education, healthcare, manufacturing, insurance, legal, retail and other industries. With our proprietary data, along with our RSMeans and Sightlines data, we offer the largest collection of labor, material and equipment data and associated costs in the world with over 275,000 construction tasks with costs for all areas of construction. Gordian also offers the most widely used construction procurement information management software available anywhere and cutting-edge facilities intelligence and life cycle costing software to assess initial installed costs versus long-term facility costs and improve long-term asset performance. We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan. EOE M/F


See Inside the Office of Gordian

Gordian is the world’s leading provider of construction cost data, software, and services for all phases of the construction lifecycle. From planning and design to procurement, construction, and operations, Gordian delivers groundbreaking solutions to its clients in a variety of industries.


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