Technical Support Specialist

7 hours ago

Montreal, Quebec, Canada Graitec Group Full time
About Graitec Group

Graitec Group 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.

Job Description

We are seeking a bilingual, technically savvy, and customer-focused professional to join our team as a Technical Support Specialist. As a member of our support team, you will be responsible for managing incoming customer support calls in French and English, which will include licensing and product support.

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
  • 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
Requirements
  • 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
About the Role

This is a unique opportunity to join a dynamic and growing company that is shaping the future of the construction and manufacturing industries. As a Technical Support Specialist, you will play a critical role in delivering exceptional customer service and support to our clients around the world.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual with a passion for technology, we encourage you to apply for this exciting opportunity.

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