Job Description

ABOUT FACTOR A/E:

Factor A/E is an online web application that provides project management, time and expense tracking, invoicing, and reporting for firms in the architecture and engineering (A/E) industry. The product is fully built and has a strong customer base already, but we operate as a close-knit team to continue enhancing the app, marketing new features, and onboarding new customers. We have an office downtown Fort Wayne, IN where our team works together for part of the week, but we offer flexible work-from-home and paid-time-off policies. This is an ideal position for a person seeking a high-tech, fast-paced environment in a growing company.

JOB RESPONSIBILITIES

Seeking an individual that assists customers with onboarding to the Factor software system by providing live support and handling follow-up with new and existing customers. Job responsibilities include:

• Handling incoming support requests and responding according to priority and urgency, with automation, support documentation, and backup product specialists available for escalation
• Follow-up with customers that have less immediate or urgent requests
• Assist in creating re-usable support resources when not handling incoming support
• Participate in conversation with the team to prioritize upcoming new features and plan for communicating to existing customers
• Follow established onboarding plans while providing the team feedback to improve processes as we grow and scale

RECOMMENDED EXPERIENCE

• Experience in a customer-facing role with heavy communication is expected
• Work in support/customer service preferred
• Work in sales acceptable
• Work in project management acceptable
• Understanding of basic business subject matter is expected
• Basic understanding of professional services businesses (companies that invoice clients based on work performed or time spent on projects)
• Basic understanding of project management
• Rudimentary understanding of accounting
• Bonus experience as an office manager or working in architecture/engineering professional services or in SAAS business(es)

SKILLS / CAPABILITIES OF THE JOB

• Soft skills to provide customer service with a balance of empathy and practicality
• Comfortable speaking to users at various levels of an organization
• Capable of organizing and prioritizing incoming requests
• Able to follow a plan when possible and adapt to special requests when reasonable
• Uses modern communications software on mobile and stationary devices
• Uses standard office tools to create and share documents
• Able to learn reporting tools to help customers get data they need from the Factor App
• Uses modern platforms for task coordination, tracking, and follow-up

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