Technical Product Support Specialist

VISA SPONSORSHIP IS NOT AVAILABLE.

Our large, Fortune Technology client is ranked as one of the best companies to work with, in the world. As a global leader in 3D design, engineering, and entertainment software, they foster progressive culture, creativity, and a flexible work environment. They use cutting-edge technologies to keep themselves ahead of the curve. Diversity in all aspects is respected. Integrity, experience, honesty, people, humanity, and passion for excellence are some other adjectives that define this global technology leader.

Looking for a Technical Support Specialist who can engage with our customers from the Engineering, Natural Resources, and Infrastructure (ENI) community by providing solutions, direction, and general troubleshooting. You will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also contribute to multiple proactive support activities; develop and present webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Knowledge Network.

Qualifications:

• Proficiency or familiarity with using Civil 3D software in a production environment
• Bachelor's in Engineering or related.
• 3 years of ENI experience (Engineering, Natural Resources, and Infrastructure industry)
• Customer Support and Troubleshooting Experience
• Experience providing Support in some capacity with Civil 3D (this could be working with clients, this could be troubleshooting error messages in a professional capacity)
• Alternatively, 3 Years of support experience working with clients directly or in a technical support environment.
• Exposure to using Salesforce

Responsibilities:

Technical Support:

• Respond to support requests through multiple channels and following documented processes.
• Document support interactions in a company-wide case management system.
• Advance unresolved issues to senior staff.
• Research, verify, and document product defects.
• Manage personal backlog of support requests.
• Manage customer and partner expectations by providing updates on progress.

Internal Support:

• Participate in product BETA programs and product testing events organized by the product division development teams.
• Remain informed on improvements in supported products in relevancy to the ENI industry.
• Support the fundamental development of knowledge base quality.
• Influence product management and product development to make improvements.

Who You Are:

• You are People-Minded and Influential. You can empathize with, respond to, and troubleshoot customer issues, and enjoy being a role model that inspires others and fosters positive environments.
• You can act quickly based on sound logic and consideration of consequences.
• You can clarify assignments, prioritize work and take ownership to ensure it's done.
• You can strategize and articulate recommendations and rationale that builds support with important decision makers.
• You are Curious. You learn from mistakes and are always looking for opportunities to develop new skills.