Some jobs are about answering questions. This one is about making things easier for people. ACD Operations LLC, the team behind AIA Contract Documents, has spent more than a century helping professionals work with confidence and clarity in the design and construction world. Now, they are opening the door for a Customer Support Specialist who enjoys listening, solving problems, and guiding customers with care. This remote role is ideal for someone who takes pride in clear communication, stays calm under pressure, and finds real satisfaction in turning confusion into understanding—one customer at a time.
Salary: $25.00 – $29.00 per hour
Firm: ACD Operations LLC (AIA Contract Documents)
Location: Remote
Language: English
AIA Contract Documents is a trusted legal contract platform offering nearly 200 carefully developed contracts, exhibits, and forms that clearly define roles, responsibilities, and terms within design and construction projects. Through consistent refinement and industry expertise, ACD provides reliable tools that help design and construction professionals work with clarity, confidence, and strong legal foundation.
Responsibilities
- Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.
- Use Zendesk (or other customer support software) to manage and track customer interactions, ensuring all requests are handled promptly.
- Resolve customer complaints and issues by providing accurate information, troubleshooting, and offering appropriate solutions.
- Maintain a high level of product knowledge to assist customers with questions and concerns.
- Collaborate with other departments to ensure customer issues are resolved efficiently.
- Document customer interactions and updates in the system for future reference.
- Follow company policies and procedures in all interactions with customers.
- Continuously strive to improve customer satisfaction by identifying areas for improvement in the support process.
- Meet or exceed individual and team performance metrics.
- Other Duties as assigned.
Requirements
- Familiarity with Zendesk or other customer support platforms is highly preferred.
- Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
- Strong problem-solving skills, with the ability to think critically and find solutions quickly.
- Basic knowledge of Microsoft Office Suite and other computer applications.
- Ability to work well in a team environment and collaborate with others to achieve common goals.
- Ability to adapt to changing priorities and handle multiple tasks in a fast-paced environment.
- A strong commitment to providing outstanding customer service and building positive customer relationships.
- Minimum of 1-2 years of experience in customer support or a related field.
Benefits and Perks
- Company paid health, dental, and vision benefits for employees
- 401 (k) with company match
- Bonus potential
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