Technical Support Analyst / Customer Support Rep | 100% Remote | Perfect Engilsh Required | Construction SaaS | CLUE (getclue.com)
Technical Support Analyst / Representative | Perfect English required - Email + Phone | CLUE (getclue.com) 100% Remote Role - Construction-tech SaaS startup, PE-backed We’re seeking a highly skilled Technical Support Analyst with expertise in SQL and experience in the heavy construction industry to deliver exceptional email and phone support, ensuring a smooth and efficient experience for professionals using our platform. Clue is a fast-growing, profitable SaaS construction technology company targeting the $2 trillion heavy construction industry. The ideal candidate will have a robust background implementing software solutions (ERP, CMMS, Telematics) in the Heavy Construction industry. This is a 100% remote role with working hours from 6 AM to 4 PM Eastern or Central Time. Technical Support Analyst – CLUE (getclue.com) 100% Remote Role – Construction-tech SaaS startup, PE-backed Key Responsibilities • Customer Support: Provide expert email and phone-based technical support to Clue’s customers in the heavy construction industry, troubleshooting issues and ensuring a seamless user experience. • Issue Resolution: Diagnose and resolve software-related issues, escalating complex cases to the appropriate internal teams while maintaining clear communication with customers. • Product Knowledge: Develop deep expertise in Clue’s equipment management platform, assisting customers with system navigation, integrations, and best practices. • Documentation & Feedback: Maintain accurate support records, create knowledge base articles, and relay customer feedback to improve the platform. • Collaboration: Work closely with Clue’s engineering and customer success teams to enhance troubleshooting processes and improve overall customer satisfaction. Requirements • Perfect English: Excellent English communication skills, both by email (90% of communications) and phone (10% of communications). • Industry Experience: Experience supporting or working with telematics, GPS, ERP, or maintenance systems such as Caterpillar VisionLink, HCSS, B2W, Viewpoint Vista, or Oracle JDE in a heavy construction environment. • Technical Skills: Strong troubleshooting abilities with SQL knowledge and proficiency in spreadsheets. • Customer Service Excellence: Background in providing high-quality technical support with a problem-solving mindset. • Communication Skills: Ability to clearly explain technical concepts to non-technical users while maintaining professionalism and empathy. • Team Player: Comfortable working cross-functionally to resolve customer issues and enhance the overall support experience. Benefits • Competitive Salary: • For USA-based employees, salary of $50,000-$62,000, depending on experience and geographical location. • For non-USA based employees, we offer a competitive salary adjusted to the local market, aiming to be within 90% percentile. • Comprehensive Benefits: Full healthcare coverage and 100% match on 401k contributions up to 8%. • Work Flexibility: 100% remote role. • Dynamic Role: Lead in an innovative tech company. • Collaborative Culture: Progressive and team-oriented work environment. • Professional Growth: Opportunities for development and advancement. • Values Commitment: A merit-based hiring ethos with a diverse team from numerous nationalities. Start Date As soon as possible. How To Apply Complete the application by answering the screening questions. About Clue Clue is revolutionizing the $20 trillion construction market with our innovative smart construction platform. Our data-driven and AI-powered solution delivers actionable insights, enabling construction companies to reduce costs, prevent equipment breakdowns, and manage their assets more effectively. Our software is used by dozens of the US largest construction firms, we're growing rapidly, and we're backed by one of the world’s largest construction organizations. Clue proudly employs a diverse team of two dozen full-time employees and contractors. Apply tot his job