Technical Support Specialist

3 weeks ago


Montréal, Canada Applied Software Technology Full time

Canada
- Montreal
- Technical
- Regular Full-Time
- 1566

**Job Description**:
**About Graitec Group**
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.

**Ambitious and fast-growing environment**: 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.

**Experts & Talents with strong culture**: 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.

We are driven to hire the best people, with diverse experiences, and provide them with the resources that empower them to achieve their full potential. 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.

**Overview**
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.

**Key Responsibilities**
- 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.
- Engage with Graitec experts.
- 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.

**Key Success Indicators**:

- 1st level support delivered in a timely manner - first answer in the first 24 hours
- Easy and medium issues (12 to 24 hours)
- Critical issues (review - 1 hours, fixing - 24 to 48 hours, or longer depending on the complexity)
- 2nd level support (internal) delivered in a timely manner - first answer between 24 to 72 hours
- Easy and medium issues (12 to 72 hours)
- Critical issues (review - 1 hours, fixing - 24 to 48 hours, or longer depending on the complexity)
- Ticket backlog: low number of unresolved tickets in your queue
- 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)

**Responsibilities**
- Fluency in French and English (spoken and written)
- 2+ years of experience in a technical support environment
- Strong troubleshooting and problem-solving skills
- Knowledge of IT concepts and technologies
- Ability to work independently and handle multiple tasks simultaneously

**Nice to have, but not required**:

- 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

**Interview Process**
- Introduction & get to know discussion with John, Talent Acquisition Partner
- Interview with Liam, Technical Support Manager
- Interview with peer of hiring manager or team memb



  • Montréal, Canada Vacation Tracker Full time

    **Technical Support Specialist** Vacation Tracker is growing and we are seeking passionate, driven and customer-centric individuals to join our Support Team. You’ll be part of a small group of extraordinarily talented people who love what they do, get excited by innovative ideas, and aren’t afraid to show it. Enthusiasm, creativity, and collaboration...


  • Montréal, Canada Vacation Tracker Full time

    **Technical Support Specialist** Vacation Tracker is growing and we are seeking passionate, driven and customer-centric individuals to join our Support Team. You’ll be part of a small group of extraordinarily talented people who love what they do, get excited by innovative ideas, and aren’t afraid to show it. Enthusiasm, creativity, and collaboration...


  • Montréal, Canada Distributel Full time

    Since 1988, Distributel connects Canadians to the people, passion, and priorities that matter. By constantly challenging ourselves to simplify, add utility, and humanize the ways people do business with us, we will create a valuable experience for our customers in every way. Join an award-winning organization in its mission to provide a true alternative to...


  • Montréal, Canada amaris Full time

    Job description We are looking for dynamic consultants to grow our Information Systems & Digital team in Montreal. Your experience, knowledge, and commitment will help us to face our client's challenges. You will be supporting different projects through your expertise as Technical Support Specialist (macOS Expert). **Your main responsibilities**: Provide...


  • Montréal, Canada EMERES INC. Full time

    About us We are a close-knit team of dynamic, friendly, and diverse people, who take pride in delivering solutions that keep our world safe. What some of our employees like about working here: - Autonomy as an individual, striving to achieve one common goal as a team - Being part of a company that is employee - and customer - oriented - Dynamic and...


  • Montréal, Canada Madcap Software Full time

    Job Location(s): Montreal, Quebec **Position Summary**: The Technical Customer Support Specialist provides technical assistance and answers to user’s questions, resolving tickets, and assisting users by troubleshooting problems with computer hardware or software. **Duties and Responsibilities**: - Identifies, investigates, troubleshoots, and resolves...


  • Montréal, Canada M3 Tech Full time

    **Job Title**: Technical Support Specialist BOSS **Reports to**: Director, Customer Success **About us** M3-Tech is a Fintech, proud to be part of the M3 Group and serving over 8500+ independent brokers providing $65+ Billion in mortgage origination. With over 70 M3 Techies already on board and offices in Montréal, Toronto and Vancouver, we believe in...


  • Montréal, Canada Nestle Operational Services Worldwide SA Full time

    REIMAGINE WHAT COFFEE CAN BE..._ - At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better._ - By caring for one another, our farmers, suppliers, and the communities we work with, we can make sure every customer has the best possible experience._ - To...


  • Montréal, Canada TEK Group Full time

    Responsible for supervising the manufacturing and installation of computer or computer-related equipment and components. **Major Job Duties**: - Test and image desktops and laptops. Maintain, analyze, and troubleshoot, software and computer peripherals. - Ability to setup, configure and add all hardware. Assist Corporate Desk Side Support technicians with...


  • Montréal, Canada Aptos Montréal carrières Full time

    **Making a job change is a big decision. Why consider Aptos?** You will join a team of remarkable colleagues who are committed and passionate about creating and delivering leading edge solutions for the retail market. You will be part of an exciting growth journey where we will do everything possible to help you reach and exceed your career dreams. Our...


  • Montréal, Canada Volante Software Inc. Full time

    **_Volanté is an Enterprise SaaS Point-of-Sale company that prides itself on developing leading-edge hospitality technology. For the past two years, we have made Deloitte's Fast50 and Fast500 lists, in addition to Growth500's list of fastest growing companies in Canada. With a never-ending thirst for innovation and an increased workload, we're calling on...


  • Montréal, Canada Stella-Jones Inc. Full time

    **Basic Function and Scope of Responsibilities**: Responsible for providing level 2 technical assistance and training to end users and procure all hardware for IT department. Assist Level 1 Technical Support with escalated issues and guide them in handling similar issues in the future. Collaborate with the engineering team or vendors in diagnosing and...


  • Montréal, Canada Navori Labs Full time

    Looking for an exciting opportunity to work for a global expanding business with a diverse international team? Look no further than Navori Labs! For our team in Montreal we are seeking a motivated and autonomous: **Application Support Specialist (M/F)** As an innovative Swiss software company, Navori Labs operates globally, providing high-end technology...


  • Montréal, Canada MICRO-INFORMA INC Full time

    Technical Sales Associate/SpecialistJob DescriptionMicro-Informa is currently looking for an experienced technical sales associate. We are a B2B IT company that provides sales, service, and support. The technical sales associate must have a clear understanding of the different components of security camera systems . It will be an asset to have a grasp on...


  • Montréal, Canada PIXMOB Full time

    PixMob is one of the world’s leaders in creating immersive experiences for live events. You might have seen 60,000 people lighting up at the Super Bowl. Or at a Coldplay concert. Our goal is to ignite collective joy for fans worldwide. We work with international artists, event organizers, sports teams and brands who care about creating unique & memorable...


  • Montréal, QC, Canada GRAITEC GmbH Full time

    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...


  • Montréal, QC, Canada Hays Full time

    Location: MONTREAL EASTAvailability/Duration: ASAP + 3-months CONTRACTWork organization: Hybrid (3 days on site/2 days teleworking)Language: Bilingual (EN/FR)As a Technical Support Agent specializing in Executive Support, you will be responsible for providing high-quality technical assistance and support to executive-level clients, ensuring their technical...


  • Montréal, QC, Canada Hays Full time

    Location: MONTREAL EASTAvailability/Duration: ASAP + 3-months CONTRACTWork organization: Hybrid (3 days on site/2 days teleworking)Language: Bilingual (EN/FR)As a Technical Support Agent specializing in Executive Support, you will be responsible for providing high-quality technical assistance and support to executive-level clients, ensuring their technical...


  • Montréal, QC, Canada Hays Full time

    Location: MONTREAL EASTAvailability/Duration: ASAP + 3-months CONTRACTWork organization: Hybrid (3 days on site/2 days teleworking)Language: Bilingual (EN/FR)As a Technical Support Agent specializing in Executive Support, you will be responsible for providing high-quality technical assistance and support to executive-level clients, ensuring their technical...


  • montréal, Canada Hays Full time

    Location: MONTREAL EAST Availability/Duration: ASAP + 3-months CONTRACT Work organization: Hybrid (3 days on site/2 days teleworking) Language: Bilingual (EN/FR) As a Technical Support Agent specializing in Executive Support, you will be responsible for providing high-quality technical assistanc