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Technical Support Specialist
2 months ago
Graitec Group is a leading global software editor, specializing in Building Information Modeling (BIM) solutions. Our mission is to help architectural, engineering, construction, and manufacturing customers digitize and industrialize their processes, improving performance and building a sustainable future.
Our Ambitious EnvironmentWe are a fast-growing company, having doubled our revenue in the last three years through organic and inorganic growth. Our goal is to reach 500m€ in revenue by 2024. We believe this growth will continue as the market is only beginning to digitize.
Our TeamOur team consists of over 700 outstanding talents, led by a strong management team. We are a true international group, serving more than 200,000 customers worldwide with over 50 offices in 13 countries.
Our ProductsWe offer a range of products, including Autodesk solutions and our own GRAITEC Software. Our 150+ developers are constantly innovating to accelerate our customers' performance.
About the RoleWe are seeking a bilingual Technical Support Specialist to manage incoming customer support calls in French and English. This role will involve licensing and product support, as well as working with Graitec's helpdesk system.
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.
- 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)
- 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
- 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
