Technical Support Advanced Specialist

About the role

We give quality teams, production teams, maintenance teams, and designers the certainty to manufacture and design like never before — transforming 3D measurements into smarter decisions and endless possibilities.

Responsibilities

• Respond to both internal and external customer inquiries related to the organization’s hardware and software products
• Provide technical support, basic guidance, extended troubleshooting and solutions or answers as listed in the guidelines
• Manage incidents, product defects, software license and case escalations
• Maintain detailed notes and documentation for each support incident and customer related information in the ticketing system
• Research, diagnose, and troubleshoot solutions to resolve system issues
• Escalate internally, when necessary, to other departments (Level 4 Engineering, Product Management, Engineering or Account Management)
• Closely cooperate with the other support level teams to ensure an excellent Customer Experience along the Support Chain
• Take lead on escalated customer related issues or small projects derived from that cases
• Actively provide input to process improvements and support the development of new processes

Requirements

• Strong service-oriented mindset
• Strong communications skills
• PREFERRED: Fluent in two+ languages
• Technical background (apprenticeship and further education is a must; university degree in engineering is highly preferred)
• Experience in Geodesy, geomatics or surveying preferred
• Demonstrated work experience in a technical service-oriented organization
• Process management (reengineering) and project management knowledge
• Demonstrate strong organizational business process flow knowledge

Qualifications

• 2-year CAD degree
• At least one year of customer service experience, preferably in a technical support environment

Skills

• Customer Service
• Problem Solving
• Technical Support
• Software Support
• Product Defects
• Incident Management
• Documentation
• System Troubleshooting
• Process Improvement

Benefits

• A competitive paid time off bank and paid holidays
• Medical, dental, life and AD&D insurance plans
• Pre-tax flex spending accounts for medical and dependent care
• 401K with employer match
• Tuition reimbursement and training opportunities
• Other employee events

Pay

The salary range for the position is $28/hr - $32/hr.

Schedule

Hybrid work schedule is offered.