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. Position Summary At ACD, great support means more than answering questions or closing tickets. Our Product Support & Customer Care Specialists are the frontline experts customers rely on to navigate our software, troubleshoot challenges, and keep their work moving forward. You will be a primary point of contact by phone, email, and chat, combining empathy and clear communication with curiosity, sound judgment, and hands-on software problem-solving. We are looking for someone who has supported customers directly in a software or SaaS environment, enjoys getting to the root of an issue, and takes ownership from the first conversation through resolution. You can stay calm when customers are frustrated, explain technical steps in plain language, and balance a great customer experience with the pace and accountability of a busy support operation. Essential Functions and Responsibilities - Serve as a frontline point of contact for customers through phone, email, and chat, delivering timely, professional, and empathetic support. - Investigate, reproduce, and troubleshoot customer questions and software issues; ask thoughtful diagnostic questions and guide customers through practical solutions. - Take ownership of customer issues from initial contact through resolution or a well-managed escalation, keeping customers informed and following through on commitments. - Handle challenging or frustrated customer interactions with patience, composure, professionalism, and a solutions-oriented approach. - Develop strong working knowledge of ACD products, features, workflows, and common customer use cases; translate software concepts into clear, understandable guidance. - Use support platforms such as HubSpot or Zendesk to accurately document interactions, track cases, communicate next steps, and maintain visibility into outstanding issues. - Prioritize and manage multiple customer interactions effectively in a high-volume, phone-centered environment while meeting established quality, responsiveness, and productivity expectations. - Partner with teammates and internal groups, including Product and Technology, to escalate complex issues with clear steps to reproduce, context, and supporting documentation. - Identify recurring customer questions, software friction points, and opportunities to improve knowledge resources, workflows, and the overall customer experience. - Participate in product updates, training, coaching, and team meetings; apply feedback and continuously strengthen technical and customer-support skills. - Follow company policies, procedures, and applicable privacy and information-security requirements. - Other duties as assigned. Qualifications, Requirements and Skills - At least 1 year of direct, frontline customer support experience at a software or SaaS company, helping external customers use or troubleshoot the company’s software product; 1–2 years or more preferred. - Experience handling customer issues directly by phone, with the ability to support customers through email and chat as needed. - Demonstrated software troubleshooting skills: asking clarifying questions, isolating issues, navigating product workflows, and knowing when and how to escalate. - Clear verbal and written communication skills, including the ability to explain technical information to customers with varying levels of software experience. - Strong empathy, active listening, de-escalation skills, and the ability to remain composed in difficult customer conversations. - Ownership mindset, attention to detail, follow-through, coachability, and sound judgment when balancing customer needs and business priorities. - Ability to work across multiple applications and customer cases while maintaining accurate documentation and meeting performance expectations. - Familiarity with HubSpot, Zendesk, or comparable customer support/ticketing systems preferred; proficient use of common business software and Microsoft 365. - Ability to consistently work an assigned support shift of 9:00 a.m.–6:00 p.m. ET or 10:00 a.m.–7:00 p.m. ET, based on team coverage needs. Travel Requirements While this role is primarily remote, employees are expected to attend the company's annual in-person ACD Connect event and may occasionally travel for other business-related activities Remote Work Requirements This position is fully remote. Employees must maintain a professional work environment, reliable high-speed internet access, and the ability to effectively communicate and collaborate through video conferencing, phone, email, and messaging platforms. Regular and predictable attendance is an essential function of this position. Employees must be available during established business hours, attend scheduled meetings and customer interactions, and respond to internal and external communications within reasonable timeframes.