Technical Support Specialist

2 weeks ago


Montréal, Canada Graitec Full time

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 member
- Final interview



  • Montréal, Canada Aptos LLC 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 to 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 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 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...


  • Montréal, Canada Letko, Brosseau & Associates Full time

    Letko, Brosseau & Associates Inc. Technical Support Specialist Letko, Brosseau & Associates is one of Canada’s leading independent investment management firms, serving both institutional and high net worth clients. The firm’s approach is based on fundamental analysis, broad diversification, an international perspective, careful security selection and...


  • Montréal, Canada ENDVR Full time

    At ENDVR, we’re focused on empowering the world’s best action sport, optical, outdoor and lifestyle brands to connect with in-store associates. We’re the digital platform focused on sales in the physical world, and we make it easy for brands to engage with retail sales associates to drive sales, share product knowledge, promote their brand, and gather...


  • Montréal, Canada Prodco Analytics Inc. Full time

    **Job Overview** **Responsibilities** - Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. - Maintain daily performance of computer systems. - Ask questions to determine the nature of the problem. - Walk the customer through the problem-solving process. - Install, modify, and repair...


  • 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 UEAT Full time

    **Based in Canada, UEAT creates innovative online ordering solutions to help restaurant chains and independents across North America increase the overall lifetime value of their customers as well as their profit margins thanks to a range of online ordering and payment solutions based on artificial intelligence that personalizes each customer experience. In...


  • Montréal, Canada Knowledge One Full time

    We are a learning and eLearning consulting services company that provides businesses, professional organizations and institutions with reliable and cost-effective learning solutions. Our mission is to provide leading universities and professional organizations with reliable, cost-effective online course development, delivery resources and support...


  • Montréal, Canada Worximity Full time

    **We are looking for a **Installation & Technical Support Specialist**: **WHO WE ARE**: **Worximity Technology is a fast-growing company with the mission of continuously improving industry with simple and scalable technologies.**: **Are you always questioning the way things are done to find the most efficient way of working? So are we! Our software is used...


  • 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, QC, Canada Vacation Tracker Full time

    Job DescriptionVacation 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 are high on our list...


  • Montréal, QC, Canada Vacation Tracker Full time €45,000 - €50,000

    Job DescriptionVacation 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 are high on our list...


  • Montréal, QC, Canada Vacation Tracker Full time €45,000 - €50,000

    Job DescriptionVacation 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 are high on our list...


  • 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 Mitsubishi HC Capital Canada Full time

    By joining Mitsubishi HC Capital Canada, you will be part of an exceptional team offering flexible and adaptative commercial Equipment Financing solutions to Canadian businesses. Whether it’s leasing, factoring, inventory finance or asset-based lending, our teams are dedicated to offer the best service to our customers. - In 2021, our company was awarded...


  • Montréal, Canada Behavox Full time

    **About Behavox**: Behavox is shaping the future for how businesses harness their most important raw material - data. Our mission is bold: Organize enterprise data into actionable information that protects and promotes the business growth of multinational companies around the world. From managing enterprise risk and compliance to maximizing revenue 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...