Tier 2 Tech Support Specialist - Hybrid

Bluebeam, Inc.; Town of Texas (WI); Hybride; USD 57 000 - 68 000; Plein temps

Avantages offerts par ce poste

Fully vested 401K

Generous PTO

LinkedIn Learning access

Education reimbursement up to $5K

Résumé du poste

Bluebeam, Inc. is seeking a mid-level Technical Support Specialist - Tier 2 to assist customers with installation, configuration, and usage of Bluebeam products.

You will handle calls, chat, and emails, escalate issues, and log bugs in our tracking system while maintaining professional customer interactions. You will work a hybrid schedule (3 days in office in Dallas, TX) and support a growing user base in a fast-paced construction tech environment.

Qualifications

• 2+ years of technical support experience.
• Ability to work 8am-5pm ET on a hybrid schedule (3 days in office).
• Strong troubleshooting/problem solving skills using Windows OS knowledge.
• Excellent written and verbal communication; customer service focus.

Responsabilités

• 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

Connaissances

Technical support

Troubleshooting

Customer service

Windows OS

Communication

Outils

AutoCAD

Revit

Navisworks

SolidWorks

PDF software

Citrix

VMware

Hyper-V

Description du poste

Bluebeam, Inc. is seeking a mid-level Technical Support Specialist - Tier 2 to assist customers with installation, configuration, and usage of Bluebeam products.

You will handle calls, chat, and emails, escalate issues, and log bugs in our tracking system while maintaining professional customer interactions. You will work a hybrid schedule (3 days in office in Dallas, TX) and support a growing user base in a fast-paced construction tech environment.