Customer Support Specialist


Cambridge, MA

Industry: Business Services


Not Specified years

Posted 61 days ago

This job is no longer available.

Company Overview:

ARCHIBUS, global provider of an integrated workplace management system (IWMS) platform, and Serraview, a cloud-based provider of space optimization and workforce enablement software, recently announced that they have merged to create a leading provider of solutions for managing the modern built environment. This powerful business combination unites the ARCHIBUS comprehensive suite of real estate, infrastructure, and facilities management solutions with Serraview's cloud-first, employee-centric space management software to help organizations optimize the "Workplace of the Future." The combined company will offer thousands of customers around the world an integrated IoT powered, user-friendly platform to effectively manage their real estate facilities, infrastructure, and workplace assets, and enable employees.

Position Summary:

As a Customer Support Specialist (CSS), your primary responsibility will be to provide first level support to ARCHIBUS and Serraview clients. You will learn how to use and configure our software, while understand our clients' needs and business processes. You will be expected to use this knowledge to effectively take ownership of new support requests and see them through to resolution. While many requests are handled individually, Customer Support is a highly collaborative team, and you will frequently work with and learn from your team members, while triaging and escalating tickets to others.

Essential Functions/Primary Duties:

To perform this job successfully an individual must be able to perform each essential function satisfactorily. Essential functions and primary duties may vary, but include:

  • Provide tier 1 technical support for customers via both email and phone: responding to, triaging, and escalating support tickets in a timely and professional manner
  • Record issue progress in our incident tracking system
  • Be available to provide customer support between 9 AM and 6 PM Eastern Time
  • Accept ownership for incoming issues from receipt through resolution
  • Collaborate with fellow Customer Support team members on complex issues and solutions
  • Communicate client feedback to other internal teams and stakeholders
  • Support mission-critical customer production environments
  • Create end user and internal knowledge base documentation
  • Have passion and enthusiasm for being a part of an organization providing best-in-class global customer support
  • Perform other duties as may be assigned.


Required Skills:

  • Outstanding customer service skills
  • Excellent verbal and written communication skills with both technical and non-technical individuals
  • Ability to establish and maintain strong working relationships with key internal, partner, and customer personnel
  • Strong technical background with problem-solving skills, troubleshooting ability, and attention to detail
  • Skill in the use of personal computers and related software applications
  • Capability to take on new challenges and continually learn about applications and technology
  • Self-motivated with the ability to manage time and stay organized

Desired Skills:

  • Knowledge of the software development life cycle and end-user support processes
  • Previous experience with Facilities Management or Corporate Real Estate software


1+ years of experience in client support preferred.

Education / Training:

Bachelor's degree in technical, business, or industry discipline