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Technical Support Specialist

2 months ago

Montreal, Quebec, Canada Graitec Group Full time
{"title": "Technical Support Specialist", "description": "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.

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.

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.

Job Summary

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)
Requirements
  • 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
  • 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
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