Support and Operations Specialist

Hilti Fieldwire, Inc.'s affiliate is hiring. This position is an opportunity to join the Hilti, Inc. team. The candidate selected for this position will be a Hilti, Inc. team member. If interested, please complete our application.

What is Hilti?

Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.

What is Fieldwire?

Fieldwire, a Hilti Group Company, is a San Francisco-based construction management software used on over 1 million projects worldwide. We’re building a Field and Project Management Platform that reflects our obsession with improving the way construction teams work together, providing operational excellence for a $10 Trillion/year industry. 

With an exceptional product-market fit, we’re delivering a superior, easy-to-use web and mobile App that’s driven by the voice of our customers. We solve for fluid communication between Office and Field (jobsite) along with real-time coordination of information and labor at-scale for some of the largest projects in the world. Our mobile app has a five-star rating with thousands of customer reviews. 

Fieldwire was acquired by Hilti for $300M in November 2021. Firmly aligned with their mission to be the construction industry’s most trusted productivity partner, Fieldwire has already transformed the way thousands of companies across the globe are working together, and we’re growing faster than ever. We are looking for smart, talented people to join our team in France to provide best-in-class service to our rapidly-expanding customer base across the world. 

Who are we looking for?

As a Customer Operations & Support Specialist, your objective is to ensure our customers get the most out of Fieldwire by answering their questions about our platform, executing repeatable back office operations tasks to set up premium subscription contracts and accounts, and creating how-to articles and onboarding guides in our customer-facing Knowledgebase. You’ll join a tight-knit team that will challenge you to answer a high volume of questions at the highest level of quality, while systematically improving the usability of our product and support resources. Plugging into innovative systems for issue, feedback, and help content-improvement tracking, you’ll interface directly with our product, engineering, sales, and success, and internal operations teams to champion the voice of the customer and develop new processes, automations, and customer outreach programs. 

Reporting to our EU Team Manager of Customer Operations & Support (hybrid, Paris based), you’ll have a wealth of tactical resources to develop your skills in troubleshooting, bug reporting, sales operations, and more. Taking as much pride in “owning the inbox” as setting up new accounts, onboarding new customers, and creating the next great how-to guide that helps us work “smarter, not harder”, your verbal and written communication skills will flourish, if you’re up to the challenge.

If you’re experienced in customer service, developing help content, and/or executing back office operations; passionate about helping people revolutionize how construction projects are managed; and excited to work cross-functionally to solve customer issues at their root causes, we’d love to meet you!

What you’ll be doing

Fieldwire’s core mission is a proven competitive advantage: be the most customer-success driven company with the most intuitive App in Construction Tech. Manning the front lines in executing that mission, our Customer Operations & Support Team owns direct communication channels with our existing and potential new customers (email, phone, chat, and messaging), authoring and localizing our user-facing Knowledgebase, direct customer onboardings and webinars for small and self-serve accounts, and high-volume internal account operations processes (creating subscription orders and invoice management, back office premium account procurement, etc.).

Your primary responsibilities

• Master the Fieldwire product; answer inbound phone calls, emails, and messages, persistently driving each customer issue to resolution, in French and English
• Triage and troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
• Update existing customer-facing Knowledgebase articles, setup guides, and instructional videos in French
• Create and deliver administrator and end user trainings that successfully onboard new customers in French
• Execute basic account operations tasks, configuring custom contracts with sales and their customers and performing account set up and various other back office administrative processes
• Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and success teams that champion the voice of the customer and deliver new processes, automations, and customer outreach programs

Required skills and experience

• 1-2 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
• Ability to speak and write in fluent French
• Able to communicate in English for training and internal communication
• Positivity, empathy, and patience when working through customer issues 
• Strong time management skills and experience and/or interest in working on a remote team
• Owner mentality and can-do attitude; creative problem solver who asks for help as readily as they give it
• Great to work with (ambitious and committed, humble and fun); desire to learn in a dynamic startup environment and grow your career with us for the long term

Not required but nice to have

• Basic fluency in another European language (ex. Spanish, Dutch, Czech, Portuguese, Italian, Polish or German)
• Prior experience with Zendesk, Salesforce, and/or equivalent digital Support and CRM platforms
• Proven experience creating issues in Jira and internal documentation in Confluence, or similar software
• Experience developing and maintaining customer-facing and/or internal docs
• Experience translating English (support) content to French
• Experience contributing to internal process development and/or account management
• Experience in or knowledge of the construction industry

Benefits

• Hybrid 50% home office 50% in office
• Annual Performance Bonus
• Complimentary insurance 100% covered by company
• Retirement and savings plans
• Flex remote possible 20 days per year
• Vacation bonus
• Priority access to childcare centers

Where is the job located?

This role is hybrid reporting to our Hilti office in Boulogne-Billancourt (Paris region)