Technical Support Representative

Description

• Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication.
• Document cases for customer requests from all channels: phone calls, chats, emails, and queues.
• Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.
• Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
• Download and installation
• Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp:
• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer’s technical issues.
• Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
• Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps.
• Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.
• Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.

Requirements

• Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
• 2 years of experience supporting customers via chat, email, and phone
• Familiarity with customer support software, ticketing systems, and remote support tools
• Able to maintain composure and professionalism during high-pressure situations
• Crash identification
• Background in Engineering, Architecture, Design, or User Experience.
• Knowledge of 3D modeling, 3D graphics processing or energy performance.
• Comfortable working in a remote environment, with occasional in-office meetings
• Technical proficiency and familiarity with computer systems, software, and Google Suite
• Bachelor’s Degree or equivalent experience in a customer solution environment
• Excellent communication skills, including active listening, empathy, and patience, with the ability to adapt communication styles to different audiences
• Time management and prioritization skills, enabling high-quality and time-sensitive customer communications
• Customer Support Center Experience
• Attention to detail while working through issue discovery and documenting case notes
• Experience in multiple operating systems, such as Windows, Android, iOS, and Microsoft

Benefits

• Entitlement management

Training + Development

Interview process

Visa Sponsorship

Security clearance