Technical Product Support

Role: Product Support Specialist III

Location: 100% Remote (Work from home)

Duration: 7+ Months with a great opportunity to hire/extension

Expectations:

• No less than 3 years of extensive Civil 3D experience.
• Experience providing Support in some capacity with Civil 3D (this could be working with clients; this could be troubleshooting error messages in a professional capacity) (OR) 3 Years of support experience working with clients directly or in a technical support environment.
• Close to an *** hub (Boston, Portland, Denver) is ideal, however, I am open to anywhere – it’s just less likely this has the potential to turn into an FT opportunity if they aren’t next to a hub.

Technical Support Specialist – Civil 3D

Engage with *** customers from the Engineering, Natural Resources, and Infrastructure (ENI) community by providing solutions, direction, and general troubleshooting. Reporting to a Technical Support Manager, you will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also contribute to multiple proactive support activities; develop and present webinars, host Q&A sessions on our online communities, and publish technical articles in the *** Knowledge Network (AKN).
Technical Support:

• Respond to support requests through multiple channels and following documented processes.
• Document support interactions in a company-wide case management system.
• Advance unresolved issues to senior staff.
• Research, verify, and document product defects.
• Manage personal backlog of support requests.
• Manage customer and partner expectations by providing updates on progress.

Internal Support:

• Participate in product BETA programs and product testing events organized by the product division development teams.
• Remain informed on improvements in supported products in relevancy to the ENI industry.
• Support the fundamental development of knowledge base quality.
• Influence product management and product development to make improvements.

Minimum Qualifications:

•  Bachelors in Engineering or related.
• 3 years of ENI industry experience.
• Proficiency or familiarity with using *** Civil 3D software in a production environment
• Customer Support and Troubleshooting Experience