Support product specialist (estimator)

About the role

A rare opportunity awaits an ambitious estimator to leverage their industry knowledge in a more dynamic, high-growth tech environment. Join Countfire on its mission to revolutionise the way electrical estimating is carried out and make estimators superhuman!

Through the development of our flagship takeoff software we have grown a fantastic reputation and loyal customer base across the globe. We’re now seeking a Product Specialist to join our team and help deliver exceptional support to these valued customers.

About you

• An estimator, or a support person within the electrical or mechanical sector with approximately 2 to 6 years experience
• Already with an interest in software you will enjoy helping others learn how to use technology to their own benefit
• You absolutely must be enthusiastic, articulate and confident at speaking to professionals of all levels
• Someone with excellent written communication skills, paying high attention to detail when it comes to spelling and grammar
• You must take pride in your work and enjoy the challenge of hitting KPIs
• As we’re a remote team you must be able to prioritise and execute your workload without needing to be managed

We appreciate that you’ve probably not done a job like this before. Whilst you absolutely will benefit from utilising your previous knowledge and experience as an estimator, the job itself is a totally different ball game. You will be given comprehensive on the job training in a very supportive and collaborative environment.

What will the role involve?

A Product Specialist on the support team at Countfire primarily deals with inbound support enquiries. That means you will be on hand to answer any questions users may have about the software, responding in a professional and timely manner. You will also be required to run training sessions with new customers as part of their onboarding process.

We pride ourselves on the knowledge of our Product Specialists so you will be expected to learn the product inside out and ensure that our users understand all of the product features that will benefit them. This is where existing estimating experience is essential as you will be able to use your first hand experience to relate to specific user needs.

The key to your success will be maintaining our low response time (we aim to respond to any support requests within 2 minutes), accurately following internal processes to respond to different support requests efficiently and being able to talk through technical features in a simple way that people can understand.

Providing quality training and support is essential for the success of Countfire so you will be a crucial part of the team. We will look to you for ways to improve our support processes and you should be comfortable bringing new ideas to the table.

Product specialist expectations

• To act with honesty and integrity at all times
• To bring your passion for estimating and technology to life and channel that into how you deal with our users
• To have a thirst for developing relationships and being able to listen to customer needs and align those needs with our offering
• To be able to think on your feet and provide solutions when you meet perceived road blocks with users
• An open style of communication with your colleagues in sales, customer success and development. We have a highly collaborative approach to how we run our company
• To thrive in a dynamic and fast paced “start-up” environment

Location

Remote (UK). We're fully remote, so we welcome applicants from around the UK.