Estimator – Product Support

This is a fully remote position, open to applicants in Canada.

📋 Description

• Respond to incoming support inquiries from users in the UK, US, and Canada in a professional and timely manner.

• Conduct training sessions for new customers during their onboarding process, adhering to the established training format.

• Acquire in-depth knowledge of the product to ensure users can fully utilize all features.

• Leverage estimating experience to comprehend users’ objectives.

• Articulate technical features in a straightforward and accessible manner.

• Accurately follow internal procedures for each support request.

• Assist in maintaining the target response time of two minutes for support requests.

• Keep precise records of support interactions.

• Provide support to customers in both the UK and North America.

• Participate in team meetings and training sessions.

⛳️ Requirements

• Over 2 years of experience as an Electrical or Mechanical Estimator, or in a customer support or technical role within the electrical, mechanical, or construction sectors.

• A strong passion for technology and a desire to advance a career in software.

• Exceptional verbal and written communication abilities.

• Capability to clearly and accessibly explain technical concepts.

• A customer-first mindset with a genuine passion for helping individuals succeed.

• Strong attention to detail and the ability to consistently adhere to established processes.

• Outstanding organizational and time management skills.

• Proficiency in managing multiple customer inquiries simultaneously.

• Confidence in delivering customer training, presentations, or demonstrations, or a willingness to learn.

• Ability to work independently in a fully remote setting while collaborating with a global team.

• A positive attitude, strong work ethic, and dedication to achieving performance goals.

• Flexibility to work scheduled hours that overlap with customers in the United States and Canada.

• A reliable computer with stable high-speed internet connection.

• A professional headset.

• A quiet and private workspace suitable for handling customer information.

• Experience with estimating or takeoff software such as Countfire, Trimble, Bluebeam, Accubid, ConEst, McCormick, or similar platforms.

• Prior experience in customer support, technical support, help desk, onboarding, or software training.

• Familiarity with CRM or customer support platforms like HubSpot, Zendesk, Intercom, or similar.

• Experience in delivering virtual customer training sessions.

• Knowledge of SaaS products and cloud-based applications.

🏝️ Benefits

• Comprehensive product and support training.

• Coaching from seasoned product specialists.

• Clearly documented processes for all types of support requests.

• Standardized formats and materials for customer training sessions.

• The necessary tools to excel in your role.

• A collaborative remote team environment.

• On-the-job training in a supportive and cooperative atmosphere.