Customer Support Consultant

Who is HammerTech?

As construction’s most trusted safety intelligence platform, HammerTech has a team focus where we build safer, smarter, better – together. Our workforce is committed to individual and team empowerment so that our innovative approach is sustained, the growth in our capability is continuous and we excel in enhancing safety within the construction industry.

Built for construction, HammerTech’s Safety Intelligence software was created to improve worker safety and solve efficiency challenges exacerbated by document management and form builder apps. Launched in 2013, HammerTech is now trusted by over 20,000 construction projects led by over 500+ of the best contractors like DPR Construction, Digital Realty, CRB, and Shawmut Design and Construction to make their job sites among the safest in the world.

Purpose

The main purpose of this role is to become a HammerTech customer support expert. You will apply your skills and knowledge to aid and support our customers through answering phone calls, responding to tickets (emails), problem solving technical issues, and providing customers with basic training. You are the face of the business and act as a conduit for the customer, liaising with other departments when and as needed.

What You’ll Bring

• Customer support/helpdesk experience for a software company or equivalent commercial experience in a support role
• Experience in either product software support or application support
• Analytical problem-solver with demonstrated experience in troubleshooting login issues and user-process issues
• Experience in process improvement and configuration and implementation of software solutions
• Experience within or understanding of the building and construction or similar industry (preferred but not essential)
• Excellent written and verbal communication skills
• Strong problem-solver with a positive can-do attitude
• Motivated self-starter who is proactive and takes initiative
• Not afraid to suggest process improvements
• Enjoys working through complex challenges looking for solutions
• Enjoys working in a small team where trust and reliability are crucial
• Have a capacity to build and foster strong relationships
• Able to manage competing priorities and meet targets and timelines
  

Key Responsibilities

• Provide general phone and email support to our customers
• Provide more advanced technical assistance and solutions as required
• Apply application expertise to identify problems, investigate causes and recommend solutions
• Work in conjunction with Development to resolve system bugs and glitches
• Communicate with Product to provide customer feedback about new features and improvements
• Assist in configuring, updating and managing client systems
• Update online support articles as required
• Participate in ad hoc project work as required
• Undertake continuous improvement activities as directed and required
• Other duties as required from time to time

Benefits at HammerTech

You’ll benefit from our balanced work-life culture with perks including:

• Flexible WFH arrangements – we trust you!
• Full LinkedIn Learning licence, with professional development and career mapping opportunities
• Birthday leave
• Work anniversary and quarterly recognition rewards
• Additional parental leave
• Generous employee referral bonus program
• Team Tune-Up Workshops
• Regular social events (both virtual and in-person) and employer-funded travel
• Annual Town Hall and End-of-Year events
• Modern co-working space
• Opportunities to grow your career and make an impact quickly

HammerTech values diversity and believes that our strength comes from including the perspectives of all kinds of contributors. We encourage people from underrepresented communities to apply, including racial minorities, LGBTQIA+, and those with disabilities. Accommodations are available during all stages of the recruitment process — please let us know of any needs we may not have accommodated.