Software Support Specialist

Overview

Assist customers with BIM software support, issue resolution, and content creation.

Key Responsibilities

• ticket escalation
• faq creation
• webinar delivery
• beta testing
• support content
• software monitoring

Tasks

-Escalate unresolved issues to global software applications team for resolution through formal ticket process -Establish a periodic Q&A session for customers, partners, and Hilti field personnel -Document customer issues and compile the resolutions into an FAQ for use by Hilti technical services field teams -Support Product Manager – Software in creating internal software product training -Develop and deliver webinars -Support, as needed, at technical trade shows and association events to promote Hilti’s relevant software solutions -Document and share customer experiences and issues with Software Product Management team for future software enhancements and development -Write and publish technical articles to help create awareness of the Hilti solutions to the market -Monitor software developments by Autodesk to ensure Hilti understands the anticipated changes to the software platforms being used by our customers -Follow industry trends as related to the BIM construction workflows from design to construction to owner handover -Influence product management and software development to make the necessary changes to existing and future software to ensure customer satisfaction and increased loyalty -Answer and resolve customer issues reported through phone, chat, web, online forums, and other social media -Develop e-support content for website posting to assist customers with resolving common issues through self-service -Participate in product beta testing

Requirements

• autodesk
• bilingual
• bachelor's
• technical support
• microsoft office
• communication

What You Bring

-Knowledge of computer and network systems, with experience in Autodesk software platforms -Bilingual English-Spanish, preferred -Good communication skills -Bachelor’s Degree or equivalent experience in related industry required -Technical Support or Customer Service experience preferred -Strong team orientation -Proficient in Microsoft Office and social media tools

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About Hilti North America

-is a leading provider of innovative products, services, and solutions for construction professionals. -portfolio includes power tools, fastening systems, and construction software designed to increase productivity on job sites. -solutions span diverse sectors, with a strong presence in industrial, commercial, residential, and infrastructure projects. -focuses on quality, providing equipment and services for everything from building foundations to complex commercial infrastructure. -offers cutting-edge technology and a commitment to delivering long-lasting, reliable solutions to its customers. -provides consulting services, project management support, and training for construction professionals. -projects often involve large-scale builds such as skyscrapers, bridges, and commercial complexes. -remains at the forefront of the construction industry, constantly evolving its offerings to meet the demands of modern building and infrastructure challenges.

Sector Specialisms