AIA Contract Documents

Customer Support

• Serve as a frontline point of contact through phone, email, and chat
• Investigate, reproduce, and troubleshoot customer questions and software issues
• Ask diagnostic questions and guide customers through practical solutions
• Own customer issues from initial contact through resolution or escalation
• Handle challenging or frustrated customer interactions professionally
• Develop strong working knowledge of ACD products, features, workflows, and customer use cases
• Translate software concepts into clear guidance
• Use HubSpot, Zendesk, or similar support platforms to document interactions and track cases
• Prioritize multiple customer interactions in a high-volume, phone-centered environment
• Partner with Product and Technology teams to escalate complex issues
• Identify recurring questions and opportunities to improve knowledge resources, workflows, and customer experience
• Participate in product updates, training, coaching, and team meetings
• Follow company policies, privacy, and information-security requirements
• Perform other duties as assigned

Explore Customer Support Specialist at AIA Contract Documents. Review requirements and application details.