Product Support & Customer Care Specialist; Fully Remote

• Act as a primary point of contact for customers navigating ACD software, combining empathy with hands‑on problem‑solving.
• Take ownership of issues from first contact through resolution or well‑managed escalation.
• Work fully remote while maintaining professional communication and collaboration through video, phone, and email.

• Investigate, reproduce, and resolve customer questions and software issues with diagnostic thinking and clear guidance.
• Handle challenging interactions with patience and composure, keeping customers informed throughout the process.
• Document all interactions accurately in systems like Hub Spot or Zendesk and collaborate with internal teams on escalations.

• At least 1 year of frontline customer support experience in a software or SaaS environment.
• Strong phone support skills with ability to support via email and chat as needed.
• Ability to explain technical information to customers with varying levels of experience and maintain a solutions‑oriented mindset.

AIA Contract Documents delivers standardized contracts and workflow tools for architecture, engineering, and construction professionals. For over a century, it has served as a trusted industry anchor helping firms reduce disputes and achieve more predictable project outcomes.