Customer Technical Support

Job Description

REQUIREMENTS

• At least one year of prior software application development or support and troubleshooting experience required
• Experience with Microsoft Office Suite of products and operating systems, experience with Excel Macro preferred
• Experience using Bluebeam and Adobe preferred
• Understanding and application of API integrations preferred
• Bug tracking experience required, Azure DevOps preferred
• Case tracking experience required, Service Now preferred
• Customer communication via phone and/or video required
• SaaS trouble shooting experience is ideal
• Deductive logic, complex problem solving and excellent trouble shooting skills
• Self-directed, able to prioritize and effectively handle many incidents at a time
• Exceptional customer service, organizational, and time management skills
• Excellent written and verbal communication skills
• A positive, willing and able attitude

RESPONSIBILITIES

• Gather complete information from customers, document steps taken, researches the knowledgebase for known solutions, isolates cause and takes restorative actions while minimizing disruption to the customer’s business operation.
• Acquire and maintain a strong functional working knowledge of our client’s core products, with emphasis on the customer support aspect.
• Have the ability to walk customers through complex construction workflows specific to capital projects and other construction related projects.
• Provide functional support with project estimates and budget controls.
• Monitor and respond to customers inquires through our client’s ticketing system in a timely manner.
• Act with an appropriate sense of urgency and follows up with customers to ensure issues are resolved to the customer’s satisfaction.
• Facilitate remote meetings with customers and/or internal resources for troubleshooting and information gathering when necessary.
• Ability to adhere to customer SLA’s and escalate as needed.
• Will be required to participate in the on-call rotation, 1 week every 2 months 24/7 support.

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