Title: Technical Customer Support
Location: Westminster, CO 80021
Duration: 3+ Months
Pay Rate: $ 23.00/hr.
Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust.
Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues.
Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication.
Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps.
Document cases for customer requests from all channels: phone calls, chats, emails, and queues.
Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp:
Billing and invoicing
Account authorization
Entitlement management
Download and installation
SketchUp Extensions
Crash identification
Bug tracking
Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.
Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.
Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.
What Skills & Experience You Should Bring
Bachelor's Degree or equivalent experience in a customer solution environment
2 years of experience supporting customers via chat, email, and phone
Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
Technical proficiency and familiarity with computer systems, software, and Google Suite
Excellent communication skills, including active listening, empathy, and patience, with the ability to adapt communication styles to different audiences
Time management and prioritization skills, enabling high-quality and time-sensitive customer communications
Attention to detail while working through issue discovery and documenting case notes
Able to maintain composure and professionalism during high-pressure situations
Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
Comfortable working in a remote environment, with occasional in-office meetings
What Skills & Experience You Could Bring
Knowledge of 3D modeling, 3D graphics processing or energy performance.
Background in Engineering, Architecture, Design, or User Experience.
Customer Support Center Experience
Experience in multiple operating systems, such as Windows, Android, iOS, and Microsoft
Familiarity with customer support software, ticketing systems, and remote support tools
#TB_EN
#ZR
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 10113058
- Position Id: 31757755
- Posted 12 hours ago
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