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Technical Support Specialist - AEC/BIM (Revit, Navisworks, BIM) English/German Speaking
Entertainment & Media Industry Company
Munich, , Germany
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Description
Technical Support Specialist - AEC/BIM (Revit, Navisworks, BIM) English/German speaking
Location: Krakow, Poland (alternative locations Munich, Germany and Farnborough, UK
The Role
Company is looking for a Technical Support Specialist to help customers adopt Revit, Navisworks, BIM technologies, and other products in Company's AEC portfolio.
Reporting to a Technical Support Manager on the Global Technical Support team, this role is responsible for resolving customer issues
reported to us via phone, chat, web, online forums, and other social media channels. In addition to reacting to customer issues, specialists also engage in a variety of proactive support activities; developing and presenting webinars, hosting Q&A sessions in the forums, and publishing technical articles in the Company Knowledge Network (AKN).
All our specialists collaborate closely with their peers to analyze trends in customer activity to maintain the AKN as an effective tool for achieving business objectives and have a direct influence on R&D to make the necessary changes needed to increase customer satisfaction and loyalty.
Our ideal candidate is an energetic, tech savvy and customer-focused professional with an engaging personality and excellent communication skills no matter where the customer conversation takes place. They can look past symptoms to determine root cause, make timely decisions on problems/issues requiring immediate attention, and take responsibility for their own performance and actions.
Principal Duties and Responsibilities
Technical Support
• 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.
• Research, verify, and document product defects.
• Actively manage personal backlog of support requests.
• Manage customer and partner expectations by providing timely updates on progress.
Proactive Support
• Create and deliver support webinars.
• Host and moderate periodic Q&A sessions in the Company Discussion Forums.
• Capture knowledge in the process of resolving customer issues and publish online to serve other customers with the same issue.
Internal Support
• Participate in product BETA programs.
• Leverage, create and deliver internal product readiness training for each specific product.
• Participate in product testing events organized by the product division development teams.
• Remain informed on enhancements in supported products and relevant industry.
• Research, verify and document product defects and enhancement requests.
• Assist in the fundamental development and maintenance of knowledge base quality.
• Advocate for changes necessary to maintain the knowledge base as an effective tool for achieving business objectives.
• Influence product management and product development to make necessary changes needed to increase customer satisfaction and loyalty.
About You
1. Understands and is responsive to customer needs, and ensures their problems are resolved.
2. Makes timely decisions, based on sound logic and consideration of the consequences.
3. Completes quality work, drives to achieve results and will put in extra effort to ensure that initiatives and projects are successful.
4. Clarifies assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high quality manner.
5. Offers articulate recommendations and rationale and builds support with key decision makers.
6. Listens to others, communicates technical information clearly and concisely, and ensures others are informed.
7. Learns from mistakes, adapts to changing priorities, accepts change, and seeks out ways to develop new skills.
8. Is a role model and inspires others through their personal commitment.
Job Requirements
• Fluent English and German is essential for the role. French, Italian, or Spanish is a plus.
• AEC industry experience
• Good working knowledge of Company Revit. Ideally Company Navisworks experience and familiarity with BIM technologies and workflows.
• Bachelor degree or equivalent experience in related industry
• Knowledge of computer and network systems
• Proficient in Microsoft Office and social media tools
• Technical Support or Customer Service experience an advantage