Technical Support Specialist - Tier 2

nemetschek

About The Position

At Bluebeam, we empower people to advance the way the world is built. We create smart software solutions that make construction sites more efficient, connected, and safe and improve the lives of design and construction professionals everywhere. The Tier 2 Technical Support Specialist, 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.

Requirements

2+ years of technical support experience
Ability to work 8am-5pm EST 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

People-focused, entrepreneurial culture with the backing of a stable, global, corporate entity – Nemetschek
Competitive compensation and benefits package
100% paid medical premiums for employees, 80% paid for dependents
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)