Tech Support Specialist - Tier 2
About The Position
The Technical Support Specialist - Tier 2, a mid-level software support position, is expected to assist Bluebeam customers via telephone, chat and email who are having technical challenges installing, configuring and using our products. It is essential that the Tier 2 Technical Support Specialist partner with the customer at a professional level, provide effective resources or solutions within a reasonable amount of time, and contribute regularly to the general improvement of the team and customer experience. Serve as a mid-level member of our Tier 2 frontline team by answering telephone calls, chat inquiries, and emails from our customers with little assistance. Assists with product usage questions and escalates issues as needed. Take ownership of technical issues from initial report to final resolution, setting up test environments to verify reported software bugs and log them into our bug tracking database. Tracks customer interactions and contact data in CRM. Qualifies issues and gathers information about the scope, history and details for escalation. Create support documentation to be used internally as well as for customers. Demonstrate professional maturity, take initiative and be consistently reliable. Assist with other miscellaneous projects as assigned to support Bluebeam philosophies and goals.
Requirements
- 2+ years of technical support experience
- Ability to work 8am-5pm CT working hours
- Strong troubleshooting/problem solving skills: Ability to understand the question/issue, identify knowns, unknowns and apply product and environmental (e.g. Windows Operating System) knowledge to ask qualifying questions to determine appropriate troubleshooting steps to move towards and achieve resolution.
- Customer service skills!! Bluebeam has exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role will like to work with others and will help them solve problems with a positive attitude and helpful spirit.
- Solid understanding of Microsoft Windows operating systems, installing and uninstalling programs and drivers
- A positive and proactive nature (You follow through on helping customers get the answers they need!)
- Excellent communication skills, both written and verbal
Nice To Haves
- A+ or Microsoft IT Certification (i.e. MTA)
- Experience with PDF software
- Experience with architectural or structural programs such as AutoCAD, Revit, Navisworks, Tekla or SolidWorks
- Experience working within the AEC (Architectural, Engineering, and Construction) industry
- Experience working with mobile platforms
- Experience working with virtual environments (i.e. Citrix, VMware, Hyper-V)
- Experience in setting up and utilizing software deployment tools
Responsibilities
- Serve as a mid-level member of our Tier 2 frontline team by answering telephone calls, chat inquiries, and emails from our customers with little assistance
- Assists with product usage questions and escalates issues as needed
- Take ownership of technical issues from initial report to final resolution, setting up test environments to verify reported software bugs and log them into our bug tracking database
- Tracks customer interactions and contact data in CRM
- Qualifies issues and gathers information about the scope, history and details for escalation
- Create support documentation to be used internally as well as for customers
- Demonstrate professional maturity, take initiative and be consistently reliable
- Assist with other miscellaneous projects as assigned to support Bluebeam philosophies and goals
Benefits
- Competitive compensation and benefits package
- Fully vested 401K right from the day you start
- Generous PTO, including sick/mental health & volunteer days
- Free & unlimited access to BetterUp Care, a well-being platform
- Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
- Opportunity for continuous professional development
- Free & unlimited access to LinkedIn Learning
- Up to $5K annual education reimbursement (after 1 year tenure)
- 100% employee-covered health and welfare benefits and paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
