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Technical Support Specialist

RIB Software · Arizona, United States · 2 wk ago
RemoteRemoteInformation TechnologyFull-time

About the role

The Technical Support Specialist plays a crucial role in ensuring customer satisfaction and optimal performance of RIB products. Reporting directly to the Customer Success Manager, this position is dedicated to resolving technical, operational, and implementation issues through various communication channels.

Responsibilities

  • Receive, record, and process all incoming communications to the Support Department.
  • Provide customer support, troubleshooting, and education to clients.
  • Escalate unresolved issues to the appropriate groups for corrective action.
  • Document technical documentation and participate in customer conference calls.
  • Reproduce errors in test systems and document them for issue remediation and testing.
  • Ensure availability within predefined Service Level Agreements (SLAs) to assist during critical incidents.

Requirements

  • Bachelor’s degree in Computer Science, Information Management, Engineering, or equivalent work experience.
  • Excellent interpersonal communication and customer service skills.
  • Aptitude for learning new technologies and understanding their application.
  • Ability to analyze network traffic using industry-standard diagnostic tools.

Essential Requirements

  • Proven ability to resolve complex technical issues.
  • Experience with Microsoft Azure Cloud Services and associated tools.
  • Experience with Microsoft Teams, LogMeIn, Rescue, GoToConnect, Salesforce, Zendesk, Azure DevOps, and RIB applications SLE, SLC, and SpecLive.
  • Experience using remote connection tools like LogMeIn, Citrix GoToAssist, MS Teams, or similar.

Desired Skills

  • Understanding of Microsoft Azure Cloud Services and associated native components.
  • Experience in Microsoft Teams, LogMeIn, Rescue, GoToConnect, Salesforce, Zendesk, Azure DevOps, and RIB applications SLE, SLC, and SpecLive.
  • Experience using remote connection tools such as LogMeIn, Citrix GoToAssist, MS Teams, or similar.

Benefits

RIB offers a competitive benefits package including health insurance, retirement plans, and paid time off. As a remote employee, you'll enjoy flexible work hours (11:00 am - 8:00 pm EST) and the opportunity to work alongside a diverse team globally.

Pay

Competitive salary based on experience and qualifications.

Schedule

Remote work schedule (11:00 am - 8:00 pm EST).

Qualifications

Must have a bachelor’s degree in Computer Science, Information Management, Engineering, or equivalent work experience. Must also possess good interpersonal communication and customer service skills, along with an aptitude for learning new technologies.

Skills

  • Technical support and troubleshooting skills.
  • Customer service and problem-solving abilities.
  • Knowledge of Microsoft Azure Cloud Services and associated tools.
  • Experience with Microsoft Teams, LogMeIn, Rescue, GoToConnect, Salesforce, Zendesk, Azure DevOps, and RIB applications SLE, SLC, and SpecLive.
  • Experience using remote connection tools like LogMeIn, Citrix GoToAssist, MS Teams, or similar.

Benefits

  • Health insurance.
  • Retirement plans.
  • Paid time off.

Pay

Competitive salary based on experience and qualifications.

Schedule

Remote work schedule (11:00 am - 8:00 pm EST).

Qualifications

Must have a bachelor’s degree in Computer Science, Information Management, Engineering, or equivalent work experience. Must also possess good interpersonal communication and customer service skills, along with an aptitude for learning new technologies.

Skills

  • Technical support and troubleshooting skills.
  • Customer service and problem-solving abilities.
  • Knowledge of Microsoft Azure Cloud Services and associated tools.
  • Experience with Microsoft Teams, LogMeIn, Rescue, GoToConnect, Salesforce, Zendesk, Azure DevOps, and RIB applications SLE, SLC, and SpecLive.
  • Experience using remote connection tools like LogMeIn, Citrix GoToAssist, MS Teams, or similar.

Equal Opportunity Employer

RIB is committed to fostering an inclusive workplace where all employees are treated with dignity and respect. We value diversity and encourage applications from candidates of all backgrounds.

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