Customer Support Specialist

About ACD

For more than a century, AIA Contract Documents (ACD) has supported architecture, engineering, and construction professionals by delivering a shared industry standard to align parties on a project.

What began in 1888 with the development of standardized construction contracts has evolved into a comprehensive suite of contract tools and foundational workflows that not only shape how the industry works today, but uniquely position ACD to help firms navigate construction’s growing complexity.

In a world driven by scale, fragmentation, and AI-generated decisions that prioritize speed over a clear understanding of risk, ACD serves as a trusted anchor, ensuring project participants can reduce disputes and negotiations, while achieving faster alignment and more predictable outcomes for the future.

We are seeking a highly motivated and detail-oriented Customer Support Representative to join our team. The ideal candidate will have previous experience in customer support, preferably with experience using Zendesk or similar customer service software. The Customer Service Representative will be responsible for handling customer inquiries, resolving issues, and providing exceptional service to ensure customer satisfaction.

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

• Minimum of 1-2 years of experience in customer support or a related field.

• 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.