Product Support Specialist

THE OPPORTUNITY: A new opportunity for an enthusiastic and highly driven electrical or mechanical estimator who enjoys dealing with people and wants to move into the tech industry. Countfire is cloud-based takeoff and estimating software for electrical, mechanical and other construction contractors. We're growing in the United States and Canada, so this role supports customers on both sides of the Atlantic. Your working hours will include cover for North American business hours, which we'll agree with you up front. You've probably not done a job like this before, and that's fine. Your estimating knowledge is the essential ingredient. The rest we'll teach you, with comprehensive on-the-job training in a supportive and collaborative environment. You'll be given clear processes to follow and won't be expected to figure things out on your own. ABOUT VALSOFT CORPORATION: Established in Canada in 2015, Valsoft has grown to a global portfolio of 120+ companies, acquiring and developing vertical market software companies, enabling each business to deliver the best mission-critical solutions for customers in their respective industries. A key tenet of Valsoft’s philosophy is to invest in well-established businesses and foster an entrepreneurial environment that moulds companies into leaders in their respective industries. Valsoft looks to buy, hold, and create value through long-term partnerships with existing management. ABOUT COUNTFIRE: Countfire is revolutionizing the construction industry with our automated takeoff software that's transforming how electrical contractors, estimators, and construction professional’s work. We're a fast-growing SaaS scale-up backed by ambitious goals and a team that's passionate about solving real-world problems with innovative technology. Our team is lean, agile, and results driven. We believe in empowering our people to take ownership, experiment, and grow alongside our business. When you join Countfire, you're not just taking a job, you're joining a mission to make estimators superhuman and digitally transform an entire industry. KEY RESPONSIBILITIES: · Answer inbound support enquiries from users in the UK, US and Canada, professionally and quickly. · Run training sessions with new customers as part of their onboarding, following our training format. · Learn the product inside out so users get the full benefit of every feature. · Use your first-hand estimating experience to relate to what users are trying to achieve. · Explain technical features in a simple way that people can understand. · Follow our internal processes accurately so every type of request is handled the right way. · Help maintain our response time (we aim to respond to any support request within 2 minutes). · Keep accurate records of the support conversations you handle. What we Provide · Comprehensive product and support training. · Coaching from experienced product specialists. · Clear, documented processes for every type of support request. · Set formats and materials for customer training sessions. · The tools you need to do the job well. · A collaborative remote team that shares knowledge openly. Requirements QUALIFICATIONS: · 2+ years experience as an Electrical or Mechanical Estimator, or in a customer support or technical role within the electrical, mechanical, or construction industry. · A strong interest in technology and a desire to build a career in software. · Excellent verbal and written communication skills, with the ability to explain technical concepts in a clear and approachable way. · A customer-first mindset with a genuine passion for helping people succeed. · Strong attention to detail and the ability to follow established processes consistently. · Excellent organizational and time management skills, with the ability to manage multiple customer enquiries. · Confidence delivering customer training, presentations, or demonstrations (or the willingness to learn). · The ability to work independently in a fully remote environment while collaborating effectively with a global team. · A positive attitude, strong work ethic, and commitment to achieving individual and team performance goals. · Flexibility to work scheduled hours that overlap with customers in the United States and Canada. Need to Have · Reliable computer with stable high-speed internet. · Professional headset. · Quiet, private workspace suitable for handling customer information. Nice to Have · Experience using estimating or takeoff software such as Countfire, Trimble, Bluebeam, Accubid, ConEst, McCormick, or similar platforms. · Previous experience in a customer support, technical support, help desk, onboarding, or software training role. · Experience working with CRM or customer support platforms (such as HubSpot, Zendesk, Intercom, or similar). · Experience delivering virtual customer training sessions. · Familiarity with SaaS (Software-as-a-Service) products and cloud-based applications. * This is a remote role supporting customers in the UK and North America. Your schedule will include agreed cover for North American business hours, alongside team meetings and training sessions. Benefits Although Countfire is an established product, we have the hunger and attitude of a young company- the best of both worlds and perfect if you're looking for somewhere you can make a real impact. The team comes from a mix of backgrounds. From ex-estimators with a wealth of industry knowledge, to developers and marketers with no estimating experience. But everyone has a lot to offer and are full of ideas and enthusiasm. We work hard to "work smarter" using new technology tools to increase efficiency across the company, but we appreciate that not everything is in place or is perfect, so our team needs to be prepared (and excited!) for change. #Countfire