Staff Technical Support Technician
3 weeks ago
GRAITEC Group Company is a global software editor leading Building Information Modeling (BIM) solutions and helping its architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes to improve performance and build a sustainable tomorrow.
We see ourselves as a 30-year-old startup, having doubled our revenue in the last 3 years thanks to both organic and inorganic growth and targeting 500m€ revenue in 2024 (join us to make it happen).
We strongly believe that this growth will continue since the market is only at the beginning of its digitization.
Our team is made of more than 700 outstanding talents with a strong management team to execute our mission.
A true international group : Graitec serves more than 200,000 customers worldwide with over 50 offices in 13 countries, enabling us to meet our customer needs around the globe.
A market leader: We are one of the largest AUTODESK Platinum Partners and the only one operating at a worldwide scale with an equal split of business between Europe and North America, enabling Autodesk solutions thanks to our own GRAITEC Software.
Strong products serving the construction & manufacturing industries: Through Autodesk products Add-ons like PowerPack to more complex solutions to enable simulation, fabrication & management of our customers projects, GRAITEC is proud of its 150+ developers innovating each day to accelerate our customers performance.
This ultimately enables our organization to provide the very best customer experience and solutions that help our customers navigate and implement technologies and services that prepare them for sustainable growth.
As a Technical Support Specialist you will be responsible for managing incoming customer support calls in French and English, which will include licensing and product support.
We are looking for a bilingual, technically savvy, and customer-focused professional with excellent communication skills who can look past symptoms to determine root cause, make timely decisions on problems and issues requiring immediate attention, and take responsibility for their own performance and actions.
Answering and fielding technical support requests in French and English.
Escalation of high priority/specialist issues using Graitec’s helpdesk system.
Respond to support requests via multiple channels and following documented processes.
Document support interactions in a company-wide case management system.
Escalate unresolved issues to senior staff as required.
Assess personal backlog of support requests.
Assisting clients in installing and licensing Graitec products.
Assigning and managing licenses for Graitec and other 3rd party products.
Working in partnership with the sales team on specific customer technical needs.
Working with international customers.
1st level support delivered in a timely manner – first answer in the first 24 hours
~ 2nd level support (internal) delivered in a timely manner – first answer between 24 to 72 hours
~ Stakeholder satisfaction: good level of feedback from stakeholders regarding communication and transparency for support and solutions (number of good/bad comments; perception of quality documents)
High-quality solutions and analysis documents
Good level of customer retention rate because of high-quality support and technical solution offered (0 customers lost because of poor-quality support)
Fluency in French and English (spoken and written)
~2+ years of experience in a technical support environment
~ Knowledge of IT concepts and technologies
~ Experience in windows support
Application support experience
IT certifications (e.g. A+, Network+, MCP, etc.)
Experience with IT service management frameworks
Technical support for ERP solutions
Introduction & get to know discussion with John, Talent Acquisition Partner
Interview with Liam, Technical Support Manager
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