Frontline Technical Support Specialist

About Graitec Group:
Founded in 1986, Graitec is a global leading Building Information Modeling (BIM) provider helping its architectural, engineering, construction, and manufacturing customers to CREATE, SIMULATE, FABRICATE and MANAGE all the data of their projects.

The company is driving growth through 3 highly complementary activities:

- Value Added Reseller of Autodesk solutions.
- Software Editor of a suite of products complementary to Autodesk solutions for the construction industry.
- Services since Graitec is providing training, consulting, and support on top of the products with a consistent focus on customer satisfaction.

**Experts & Talents from all over the world.**
- Our team is made of more than 500 outstanding talents, distributed across our 50 offices in 13 different countries, enabling us to meet our customer needs around the globe.
- The team is known for its accountability, agility, and customer centricity as well as its ambition for both business growth & impactful innovations with more than 25% of our team in Research & Development.

**Strengthening our international leadership position.**
- We are honored to serve more than 100,000 customers worldwide thanks to our technologies and ranking in the Top 5 largest Autodesk Partners worldwide.
- Our ambition is to double our business in the coming few years as we just did in the last 4 years thanks to both organic growth & acquisition. This is why we are investing heavily on our upcoming transformation & reinforcing ongoing our teams globally.

About the Team Hiring:
You will be working with a great team of technical staff both in the US and globally. Having the ability to pull upon the expertise of very highly knowledgeable people is a huge benefit, and will help you settle into your role, but more importantly help you with your personal development.

Overview:
The Technical Support Specialist includes post-sales and frontline support for our customers.

**KEY RESPONSIBILITIES**:
Post-Sales Support Including:

- Advising clients on technical issues relating to the implementation and use of their design software
- Answering and fielding all support requests
- Document support interactions in a company-wide case management system
- Liaising with suppliers where necessary to research and identify solutions to client issues

General Company Duties Including:

- Researching and providing technical advice to company management on new product opportunities
- Working in partnership with the sales team on specific customer technical needs

**KEY SUCCESS INDICATORS**:

- Nurture current customers with the aim to ensure brand fidelity and business continuity (through new licenses, renewals, or projects)
- Ensure accurate data is entered into our Microsoft Dynamics CRM system when dealing on support cases
- Active participation and contribution into our global Advance Steel Community
- Work with your direct manager to help improve processes and documentation
- Good level of customer retention rate because of high-quality support and technical solution offered (0 customers lost as a consequence of poor-quality support)

Qualifications:

- Extensive experience in Advance Steel and a minimum of 2 years in a similar position
- Fluency in English and French languages
- A good understanding of the ‘BIM’ process in the built environment
- A good understanding of the construction industry
- An appreciation for other disciplines, and how they work collaboratively on projects
- A recognized construction qualification and/or a recognized Autodesk professional exam
- A Driver’s License as this role may require travelling.
- Excellent interpersonal skills, including face-to-face, telephone and written communication skills
- Professionalism, personal integrity, and reliability
- Very good problem solving & troubleshooting skills
- A positive ‘hands-on’ work ethic
- Initiative and enthusiasm guided by sound sense of judgement
- An adaptable and flexible team player

Interview Process:

- Introduction, get to know discussion with John, Talent Acquisition Partner
- Screening with Liam, Customer Support Manager
- Screening with peer of hiring manager or technical team member
- Final interview