Tech Support Specialist - Tier 2
Working hours: 8am-5pm CT
About the Role
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. Assist with product usage questions and escalate 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. Track customer interactions and contact data in CRM. Qualify issues and gather 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.
Responsibilities
- Assist Bluebeam customers via telephone, chat, and email with technical challenges installing, configuring, and using our products
- Partner with customers at a professional level and provide effective resources or solutions within a reasonable amount of time
- Contribute regularly to the general improvement of the team and customer experience
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 determine appropriate troubleshooting steps
- Exceptional customer service skills with a positive attitude and helpful spirit
- Solid understanding of Microsoft Windows operating systems, including installing and uninstalling programs and drivers
- Proactive nature with excellent follow-through on customer issues
- Excellent communication skills, both written and verbal
Skills
- A+ or Microsoft IT Certification (e.g., 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 (e.g., Citrix, VMware, Hyper-V)
- Experience in setting up and utilizing software deployment tools
Benefits
- Competitive compensation and benefits package
- Fully vested 401K 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)
Pay
Base Pay Range: $56,900 - $68,100 + Annual bonus
Schedule
8am-5pm CT