Fieldwire
construction
CustomerOperationsSpecialistNightShift
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Operations Specialist Night Shift at Fieldwire. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, customer service, account administration, subscription administration, content writing, operations administration, process-improvement. deliver a high volume of technically proficient operational tasks at consistently high standards of accuracy and quality. setting up new, existing, and c”
What You'll Achieve.
deliver a high volume of technically proficient operational tasks at consistently high standards of accuracy and quality; helping to own, expand, and streamline a well-established set of Ops responsibilities and workflows critical to our growing business; Proactively identifying and executing ways to improve and scale our Customer Operations processes; enables our customers to purchase and use our product in a timely manner; assist our sales teams in securing more business; ensure finance processes are efficient and unobtrusive; empower the team at scale
Industry & Context.
identifying gaps and opportunities for service improvement
Night Shift, working from 11:00pm to 7:00am IST
What They're Looking For.
Must Have
detail orientated, technically proficient operational tasks at consistently high standards of accuracy and quality, setting up new, existing, and converted accounts for purchasing Fieldwire subscriptions in our Salesforce CRM and SAP Billing systems, executing sales orders in SAP, premium account activations in our Fieldwire back office systems, owning, expanding, and streamlining a well-established set of Ops responsibilities and workflows critical to our growing business, Proactively identifying and executing ways to improve and scale our Customer Operations processes, working alongside Support Specialists located around the world, fast, high-quality resolutions to account/order/finance queries from our sales teams, high-volume internal account operations, Processing subscription orders, Activating customer accounts, Invoice management, Failed payment collections, Processing unmanaged renewals, Champion the voice of the customer within the team, identifying gaps and opportunities for service improvement, Work closely with other Customer Operations Specialists, Team Leads, and Managers to share best practices and drive continuous improvement, Participate in daily standups, recurring team meetings, and knowledge-sharing sessions, Author and update internal support content (Confluence pages, videos, tutorials), processes, and best practices for direct customer support, product education and training, and help content development
Nice to Have
Experience working on a remote team and/or globally distributed team, Experience in the construction technology or jobsite management domain, Direct experience with Salesforce or similar CRMs, SAP or similar billing systems, Zendesk or similar digital Support platforms
What You'll Do.
deliver a high volume of technically proficient operational tasks at consistently high standards of accuracy and quality
and converted accounts for purchasing Fieldwire subscriptions in our Salesforce CRM and SAP Billing systems
executing sales orders in SAP
premium account activations in our Fieldwire back office systems
and streamlining a well-established set of Ops responsibilities and workflows critical to our growing business
Proactively identifying and executing ways to improve and scale our Customer Operations processes
working alongside Support Specialists located around the world
high-quality resolutions to account/order/finance queries from our sales teams
Perform high-volume internal account operations
Processing subscription orders
Activating customer accounts
Failed payment collections
Processing unmanaged renewals
Champion the voice of the customer within the team
identifying gaps and opportunities for service improvement
Work closely with other Customer Operations Specialists
and Managers to share best practices and drive continuous improvement
Participate in daily standups
recurring team meetings
and knowledge-sharing sessions
Author and update internal support content (Confluence pages
and best practices for direct customer support
product education and training
and help content development
How You'll Work.
Team & Collaboration
cross-functional coordination; working alongside Support Specialists located around the world; Work closely with other Customer Operations Specialists, Team Leads, and Managers to share best practices and drive continuous improvement; Participate in daily standups, recurring team meetings, and knowledge-sharing sessions
Full Job Description
What 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 labour 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 providing best-in-class service to our rapidly expanding customer base across the world. Who are we looking for? At the heart of Fieldwire lies a commitment to
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