Customer Support Specialist

Revizto; Schweiz; On-site; CHF 70,000 - 100,000; Full time

Job summary

Revizto in Switzerland is seeking a hands-on Technical Support specialist to provide Level 1 and 2 assistance, troubleshoot software issues, and support internal CS teams. You will become proficient with Revizto's integration with CAD apps like Revit and Navisworks, helping users navigate BIM workflows.

You will communicate primarily in English by email, with some calls, investigate root causes, document issues in JIRA, collaborate with Development and QA, and contribute to self-service

Qualifications

• At least 2 years of experience in a Technical Support or similar customer-facing role.
• Familiarity with BIM/CAD technologies and CAD software such as Revit/Navisworks.
• Strong written and spoken English; additional languages are a plus (French/German/Russian).
• Excellent communication and interpersonal abilities with customers and internal teams.
• Advanced knowledge of Windows 10/11 and navigating technical environments.
• Strong technical aptitude and proactive problem-solving approach.
• Customer-oriented mindset with adaptability in a fast-paced setting.
• Commitment to continuous learning and product mastery.

Responsibilities

• Provide Level 1 and Level 2 technical support to Revizto customers and internal CS teams.
• Develop in-depth knowledge of the Revizto platform, including CAD integrations.
• Serve as primary contact for customer inquiries in English via email, with occasional calls.
• Analyze application logs, reproduce issues, and investigate root causes.
• Escalate issues and create detailed JIRA tasks for Development.
• Collaborate with Development, QA, and CS teams to resolve complex cases.
• Create, maintain, and improve knowledge base articles and guides.
• Support customers in product adoption and practical use of Revizto features.
• Take ownership of inquiries and identify opportunities to improve service quality.

Skills

Technical Support

Customer Support

BIM Knowledge

CAD Knowledge

English Communication

Windows Expertise

Analytical Thinking

Problem-Solving

Tools

Zendesk

JIRA

Autodesk Revit

Navisworks

Job description

Revizto enables the people behind the world's most important structures to do their best work. We connect architects, engineers, contractors, and owners in one shared 2D/3D environment to help deliver complex projects on time and on budget. From airports and hospitals to data centers and large-scale infrastructure, Revizto supports industry leaders in reducing risk, improving collaboration, and delivering better project outcomes. Built on a gaming engine, Revizto is designed to handle the scale and complexity of modern construction projects while remaining fast, reliable, and accessible across devices and environments - whether teams are in the office or on site.

Key Responsibilities

• Technical Support & Troubleshooting: Provide Level 1 and Level 2 technical support to Revizto customers and internal Customer Success teams, diagnosing and resolving software-related issues efficiently and professionally.
• Product & Industry Expertise: Develop in-depth knowledge of the Revizto platform, including its functionality, integration with CAD applications such as Autodesk Revit and Navisworks, and relevant BIM tools, workflows, and processes.
• Customer Communication: Serve as the primary point of contact for customer technical inquiries, delivering clear, accurate, and timely support primarily in English via email, with occasional phone and video calls.
• Technical Investigation & Root-Cause Analysis: Analyze application logs, reproduce reported issues, and investigate technical problems to identify potential root causes and appropriate solutions.
• Issue Escalation & Tracking: Manage technical escalations and create detailed, well-structured JIRA tasks for the Development team, ensuring that issues are accurately documented and efficiently communicated.
• Cross-Functional Collaboration: Work closely with Development, Quality Assurance (QA), and Customer Success (CS) teams to troubleshoot complex cases, coordinate resolutions, and ensure a consistent, high-quality customer experience.
• Knowledge Base & Documentation: Create, maintain, and improve knowledge base articles, troubleshooting guides, FAQs, and other support documentation to strengthen self-service resources and help users resolve common issues independently.
• Customer Experience & Product Adoption: Support customers in effectively using Revizto by providing practical guidance, explaining product functionality, and helping overcome technical challenges that may affect their experience or adoption of the platform.
• Independent Problem-Solving: Take ownership of customer inquiries, make informed decisions within your area of responsibility, and proactively identify opportunities to improve support quality and efficiency.

Requirements

• Professional Experience: At least 2 years of experience in a Technical Support, Customer Support, or similar customer-facing technical role.
• BIM & CAD Knowledge: Familiarity with Building Information Modeling (BIM) technologies and CAD software, including Autodesk Revit, Navisworks, or similar applications.
• English Proficiency: Strong written and spoken English skills, with the ability to communicate effectively with customers and internal teams.
• Knowledge of additional languages, particularly French, German, or Russian, is considered an advantage.
• Communication & Interpersonal Skills: Excellent communication and interpersonal abilities, including the capacity to explain technical concepts clearly, professionally, and politely, while adapting communication styles and approaches to different audiences and customer needs.
• Windows Expertise: Advanced user-level knowledge of Windows 10 and Windows 11, with the ability to navigate, troubleshoot, and work confidently within these operating environments.
• Technical Aptitude: Strong technical understanding and the ability to quickly learn, adapt to, and troubleshoot evolving software applications and technologies.
• Analytical & Problem-Solving Skills: A proactive, structured approach to investigating and resolving technical issues, including the ability to remain focused and effective under pressure.
• Customer-Oriented Mindset: A positive, professional, and service-oriented attitude, with a genuine commitment to helping customers resolve their questions and technical challenges related to Revizto.
• Adaptability & Flexibility: Ability to thrive in a fast-paced, dynamic environment, adapt to changing priorities, and stay informed about software updates and new developments.
• Continuous Learning: Strong motivation to continuously expand technical knowledge, stay current with industry technologies, and contribute to ongoing professional and product-related development.

Preferred Qualifications

• Ticketing & Support Systems: Experience working with customer support and issue-tracking platforms such as Zendesk, JIRA, or similar tools.
• AEC Industry Knowledge: Understanding of common workflows, processes, and collaboration practices within the archite