Technical Support Associate | SketchUp

Title: Technical Support Associate | SketchUp
Location: Remote | Denver, CO or MST time zone preferred
Assignment Duration: 6 months | contract-to-hire preferred
Compensation: $19.00 - $21.00 per hour (W2)

Responsibilities

• Deliver friendly, empathetic, and professional support to customers, building rapport and trust through active listening, clarifying questions, and genuine care for technical concerns.
• Review customer communications thoroughly, using clear and accessible language to ensure understanding, and seek feedback to confirm effective communication.
• Respond promptly to approximately 25 email and 10 phone inquiries daily, contributing to the achievement of team service level agreements (SLAs).
• Proactively manage personal queues and backlogs, resolving aging requests to maintain timely and efficient workflows.
• Accurately document customer interactions for each case, including contact details, issue descriptions, and troubleshooting steps.
• Record customer requests across all support channels, including phone, chat, email, and queue systems.
• Assist customers with account and subscription management, refund processing, and technical issues related to SketchUp, including:
• Billing and invoicing
• Account authorization
• Entitlement management
• Download and installation
• SketchUp extensions
• Crash identification
• Bug tracking

• Apply relevant knowledge base content and resources to qualify escalations efficiently.
• Follow established communication and incident protocols to ensure timely and accurate information flow to appropriate teams.
• Maintain up-to-date knowledge of products, promotions, and internal systems through ongoing training and education.

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  Minimum Qualifications
• 2 years of experience providing customer support via chat, email, and phone.
• Demonstrated customer-first mindset with the ability to tailor interactions and solutions to a diverse user base.
• Technical proficiency with computer systems, software, and Google Workspace tools.
• Strong communication skills, including active listening, empathy, and adaptability across various audiences.
• Effective time management and prioritization skills to deliver high-quality, timely customer communications.
• High attention to detail in issue identification and case documentation.
• Ability to remain composed and professional in high-pressure situations.
• Proven troubleshooting skills to quickly diagnose and resolve technical issues, minimizing customer impact.
• Comfortable working remotely, with occasional in-office meetings.

As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you!
Dahl Consulting is proud to offer a comprehensive benefits package to eligible employees that will allow you to choose the best coverage to meet your family s needs. For details, please review the DAHL Benefits Summary: