Customer Support Specialist

  • Work to clarify and triage customer requests as quickly as possible
  • Maintain a positive customer sentiment throughout the support process and escalate appropriately
  • Consistently follow up with internal team on open issues
  • Consistently and confidently triage and escalate requests to other internal teams in a timely manner
  • Independently own the support process and decision matrix, completing retros and updating as necessary
  • Assist in the gathering and reporting of quality and support related standard operating objectives and measures
  • Ability to work non-standard hours to ensure we have coverage across the majority of our customers time zones

What you’ll need: 

  • Experience working with CAD desktop software and troubleshooting issues loading / converting CAD files
  • Experience dealing with external customers in a technical support context for a SaaS web application
  • Exceptional interpersonal skills with a broad range of external and internal teams
  • Exceptional written communication skills and the ability to effectively communicate technical concepts to non-technical users
  • Ability to communicate effectively and with empathy via phone, web conference, and in writing
  • Experience with web debugging tools such as Chrome Dev Tools, JavaScript Console and performance monitoring platforms like Datadog, New Relic or AppDynamics
  • Experience with a ticket management system like Zendesk, Shortcut or Jira
  • (Nice to Have) Experience managing and maintaining a customer-facing knowledge base
  • This role will deal with highly sensitive information, requiring the successful completion of enhanced background checks and security clearance. For this reason, you’ll need to have US citizenship and be physically located in the US.