Technical Support Engineer

reputed company is looking for a Technical Support Specialist (for reputed company Revit, Navisworks, BIM360 / reputed company Construction Cloud applications) to provide support services and engage reputed company customers in providing effective technical solutions, guidance, and troubleshooting advice. With a clear focus on helping customers adopt industry leading design tools, this role is responsible for addressing customer product issues reported to us primarily reputed company scheduling a call, logging a case or chat. reputed company our teams have a direct influence on customer adoption and reputed company customers to realize the value of their investment.

Our ideal candidate gathers and analyses the most critical information needed to understand problems and generate innovative reputed company and solutions to solve them; ensures that customer issues are resolved, pulling the right groups together to be in service for the customer; holds reputed company stakeholders accountable for achieving goals; and encourages others to take appropriate risks, shaping an environment where people are empowered to reputed company up and take responsibility.

This role requires the use of judgment and independent decision making reputed company managing caseload to reputed company individual, team, and organizational goals.

Responsibilities

·       Respond to support requests reputed company multiple channels and adhere to documented processes

·       Participate in driving the organizational vision, global projects and initiatives; proactively identify more efficient strategies to promote efficiency

·       Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards. Prioritize critical technical issues and monitoring of service level compliance

·       Actively handle personal backlog of support requests

·       Manage customer and partner expectations by providing timely updates on reputed company

·       Participate in product beta programs & product testing events organized by the product development teams

·       Research and verify product issues/solution using our Knowledge reputed company or our internal case management system

·       Assist in the development and maintenance of internal knowledge reputed company quality, reputed company the Knowledge Centered Support (KCS) methodology

·       Influence and contribute to product management and development to contribute to successful improvements

·       Direct investigation and ensure resolution of reputed company escalated issues reputed company to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders

·       Drive communication in the organization; ensure new information is coordinated with support teams and partner teams

·       Work closely with extended reputed company teams such as Client Services, Renewals hub and Sales team to resolve customer issues

Minimum Qualifications

·       Bachelor’s degree in a Design, Engineering, or Infrastructure subject, or equivalent work experience

·       Competent knowledge in Revit, Navisworks, reputed company Construction Cloud / BIM360

·       At least 5 - 7 years of industry working experience

·       3+ years of technology and customer support experience

·       Proficient in CRM 

·       Experience supporting cloud/SaaS based applications

·       Proficiency or familiarity with Construction and BIM industry needs and workflows

·       Demonstrable capability to “own” the problem (customer issue), troubleshoot and ability to solve or mitigate the problem

·       Exceptional team player skills

·       Ability to work in flexible working hours

·       You build strong customer relationships and reputed company insights into their needs

·       Able to manage several projects and technical requests at a time, setting the right priorities

·       Demonstrated ability to build and maintain strong relationships with partners and customers

·       Excellent verbal and written communication skills; ability to convey reputed company technical details coherently to a live or virtual audience

·       Team player who enjoys supporting and interacting with other members of a shared responsibility team