Tech Support Specialist - Tier 2

NEMETSCHEK AG; United States; On-site; USD 57,000 - 68,000; Full time

Benefits offered by this job

401K

Health insurance

LinkedIn Learning

Education reimbursement

BetterUpCare

Work-life balance

Job summary

Bluebeam, a Nemetschek company, seeks a Technical Support Specialist - Tier 2 to assist customers via phone, chat and email in resolving installation, configuration and usage challenges.

The role requires owning issues end-to-end, setting up test environments, logging bugs, tracking interactions in CRM, and producing useful documentation while maintaining a professional, reliable service mindset.

Qualifications

• 2+ years of technical support experience.
• Ability to work 8am-5pm CT working hours.
• Strong troubleshooting and problem solving; uses product and OS knowledge.
• Customer service standards and positive attitude.
• Solid understanding of Windows operating systems and drivers.
• Excellent written and verbal communication.
• Experience with PDF software.
• Experience with AutoCAD, Revit, Navisworks, Tekla or SolidWorks.
• Experience in the AEC industry.
• Experience with mobile platforms and virtual environments (Citrix, VMware, Hyper-V).
• Experience in setting up software deployment tools.

Responsibilities

• Serve as a mid-level Tier 2 frontline team by answering calls, chats, and emails.
• Assists with product usage questions and escalates issues as needed.
• Owns technical issues from report to resolution; set up test environments.
• Log bugs in tracking system and track customer interactions in CRM.
• Qualify issues and gather scope/history/details for escalation.
• Create internal and customer-facing documentation.
• Demonstrate reliability and initiative; support additional projects.

Skills

2+ years technical support

Troubleshooting skills

Excellent communication

Customer service mindset

Windows knowledge

Mobile platforms experience

AEC industry experience

Ability to work 8am-5pm CT

PDF software experience

Education

A+ or Microsoft IT Certification (e.g. MTA)

Tools

AutoCAD

Revit

Navisworks

Tekla

SolidWorks

Citrix

VMware

Hyper-V

Software deployment tools

Job description

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At Bluebeam,we empower people toadvancethe 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.

TheTechnical Support Specialist - Tier 2, 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.

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
• 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

About You:

• 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 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
• 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

What we offer:

• People-focused, entrepreneurial culture with the backing of a stable, global, corporate entity – Nemetschek
• Competitive compensation and benefits package
• Fully vested 401K right from the day you start
• Free & unlimited access toBetterUpCare, 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)

Below is our DEIBA (Diversity, Equity, Inclusion, Belonging, and Accessibility) mission statement:

Bluebeam is committed to building an inclusive environment in which everyone, regardless of background, has an opportunity to experience a deep sense of belonging. Each of our unique perspectives amplifies our collective power, and by encouraging diverse perspectives in an environment infused with mutual respect, we arrive at better solutions. And when we bring the best version of ourselves to work, we can make our best contributions to the global community of people who build our world.

About Bluebeam:

The construction industry is adopting new technology at a feverish pace. Tablets and cell phones are replacing paper blueprints, drones are surveying job sites in 3D, and cloud collaboration is changing the way teams work together. Bluebeam plays a crucial role in this transformation. The key to our success is a customer-focused approach to product development: we work with the industry to create solutions for the industry. Today, over 3 million people throughout the world use Bluebeam. In the US, we’re a critical partner forthe majority oftop AEC firms, and rapidly expanding our presence globally, with offices in Sweden, Germany, and the UK.

Come design and build your future with us!

Bluebeam is proud to be an equal-opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

Base pay offered will depend upon qualifications and other operational considerations. Base pay is one part of Bluebeam’s Total Rewards program, which seeks to compensate and recognize employees for their work. Most sales positions are eligible for commission under the terms of an applicable commission plan, while most non-sales positions are eligible for a bonus under the terms of an applicable bonus plan. Additionally, Bluebeam provides best-in-class benefits, with 100% employee-covered health and welfare benefits and paid time off. Bluebeam is a growing company with many opportunities. If this role and/or pay range is not an exact fit, we still encourage you to apply.

Base Pay Range: $56,900 - $68,100+ Annual bonus