# Customer Support Specialist
**ServiceWorks**
## About ServiceWorks
ServiceWorks is a field service management software platform that helps service businesses manage their entire operation—from customer intake and scheduling to dispatching, technicians, inventory, purchasing, invoicing, payments, reporting, and more.
We work closely with appliance repair, HVAC, commercial service, and other field service businesses across the United States.
We are looking for a **Customer Support Specialist** who enjoys solving problems, learning software deeply, and helping customers get the most out of ServiceWorks.
## The Role
As a Customer Support Specialist, you will be one of the primary points of contact for ServiceWorks customers when they need help.
This is not simply a customer service role. You will develop strong knowledge of the ServiceWorks platform, investigate customer issues, reproduce problems, provide solutions, and determine when an issue needs to be escalated to our technical or product teams.
You will interact with customers through **live chat, phone, email, and support tickets**.
Your goal is to understand the customer's problem, resolve it whenever possible, and make sure issues that require additional investigation are clearly documented and routed to the appropriate team.
## What You'll Do
### Customer Support
* Respond to customer questions through live chat, phone, email, and support tickets.
* Understand the customer's workflow and identify what they are trying to accomplish.
* Walk customers through ServiceWorks functionality and configuration.
* Troubleshoot problems and provide clear, practical solutions.
* Help customers understand the correct way to use ServiceWorks features.
### Issue Investigation & Triage
* Review incoming support tickets and determine their priority and severity.
* Reproduce reported issues inside ServiceWorks.
* Determine whether a problem is caused by:
* Configuration
* User workflow
* Data
* Integration
* Product limitation
* Software defect
* Gather screenshots, examples, Job IDs, Customer IDs, error messages, and other information needed for investigation.
* Document clear reproduction steps before escalating technical issues.
* Escalate confirmed or suspected software defects to the appropriate Product, QA, or Development team.
* Follow issues through resolution and communicate progress to customers.
### Product Knowledge
Develop strong working knowledge across ServiceWorks modules, including:
* Customer Management
* Jobs and Work Orders
* Scheduling and Dispatch
* Technician Management
* Estimates and Invoices
* Payments
* Inventory
* Parts and Purchase Orders
* Warranty Workflows
* Mobile Applications
* Reporting and Analytics
* Customer Communications
* Integrations
You are not expected to know everything on day one. However, we expect successful support specialists to continuously build their product knowledge.
### Customer Education
* Explain features and workflows in a way customers can easily understand.
* Identify situations where additional customer training may be helpful.
* Share relevant documentation, videos, or instructions.
* Help customers understand best practices rather than simply answering individual questions.
### Internal Collaboration
Work closely with:
* Customer Success
* Product
* QA
* Development
* Implementation / Onboarding
* Sales
Share recurring customer problems and product feedback with the appropriate teams.
Help identify patterns where multiple customers are experiencing the same issue.
## What We're Looking For
We care more about your ability to **learn, investigate, communicate, and solve problems** than whether you already have experience with ServiceWorks.
Successful candidates typically have:
* Strong problem-solving skills
* Curiosity about how software works
* Excellent written and verbal communication
* Patience when working through complicated customer situations
* Ability to ask good diagnostic questions
* Ability to explain technical concepts in simple language
* Strong attention to detail
* Ability to document problems clearly
* Comfort learning a complex software platform
* Ability to manage multiple customer conversations and tickets
* A strong sense of ownership
## Preferred Experience
Experience in one or more of the following is helpful but not required:
* SaaS customer support
* Technical support
* Help desk support
* Field service software
* Appliance repair or HVAC industry
* Dispatching or scheduling
* Inventory or purchasing
* Accounting software
* CRM or ERP systems
* Jira, Jira Service Management, Zendesk, Freshdesk, or similar support platforms
## What Success Looks Like
A successful Customer Support Specialist does more than close tickets.
You should be able to:
**Understand the problem.**
Ask enough questions to identify what the customer is actually experiencing.
**Investigate before escalating.**
Attempt to reproduce the issue and gather useful information before sending it to another team.
**Take ownership.**
Customers should never feel like they are being passed from department to department.
**Build product expertise.**
Your knowledge of ServiceWorks should continuously improve.
**Communicate clearly.**
Customers should understand what happened, what they need to do, and what happens next.
## Key Performance Indicators
Performance may be measured using:
* First Response Time
* Average Resolution Time
* Customer Satisfaction (CSAT)
* Ticket Resolution Rate
* First Contact Resolution
* Reopened Ticket Rate
* Escalation Quality
* Ticket Documentation Quality
* Product Knowledge
* Customer Communication Quality
* Support Queue Backlog
Quality and accuracy are more important than simply closing the highest number of tickets.
## Career Growth
This position can provide a foundation for several career paths within ServiceWorks, including:
**Customer Support Specialist → Senior Support Specialist → Product Support Specialist → Support Lead / Support Manager**
Other possible paths include:
**Customer Success**
**Implementation / Onboarding**
**Quality Assurance**
**Product Operations**
**Product Management**
Employees who develop deep ServiceWorks product knowledge can become valuable resources throughout the organization.
## The Person Who Will Thrive Here
You will probably enjoy this role if you are the type of person who sees a customer saying:
> "Something isn't working."
…and immediately starts thinking:
**What were they trying to do?
What happened instead?
Can I reproduce it?
Is this configuration, data, workflow, integration, or a bug?
How do we get this customer moving again?**
If that kind of problem-solving sounds interesting to you, we would like to hear from you.
