Technical Customer Support Specialist

Technical Customer Support Specialist (SketchUp)
Location: Onsite – Westminster, CO
Contract: 3-Month W2 Contract
Pay Rate: $20–$24/hour (DOE)
Openings: 4

Schedule: Full-time, 40 hours/week
Interview Process: 1 round (remote interview)
Start: ASAP

About the Role

We are supporting a leading global technology organization in hiring Technical Customer Support Specialists to join a fast-paced SaaS support environment focused on SketchUp users. This role is ideal for someone who enjoys helping customers, troubleshooting technical issues, and creating positive support experiences while working with modern software tools.

This is a short-term contract (3 months) with the potential for longer-term placement for top performers.

What You’ll Do

• Engage with customers in a friendly, empathetic, and professional manner to build trust and rapport
• Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for resolving technical issues
• Respond to approximately 25 email cases and 10 phone cases per day, helping the team meet SLAs
• Proactively manage individual case queues and backlogs, resolving aging requests efficiently
• Document all customer interactions clearly and accurately in Salesforce, including issue details and troubleshooting steps
• Support customers across multiple channels including phone, email, chat, and queues
• Assist with account, subscription, and technical issues related to SketchUp, including:
  • Billing and invoicing
  • Account authorization and entitlement management
  • Download and installation support
  • SketchUp extensions
  • Crash identification and bug tracking
• Leverage internal knowledge bases and resources before escalating cases
• Follow established communication and incident protocols
• Continuously build product knowledge through training and ongoing learning

What You Bring

• Bachelor’s degree or equivalent professional experience in a customer solutions or support environment
• 2+ years of customer support experience via chat, email, and phone
• Strong customer-first mindset with a passion for creating positive user experiences
• Technical proficiency with computer systems, software applications, and Google Workspace
• Excellent communication skills, including empathy, patience, and active listening
• Strong time management and prioritization skills in a high-volume environment
• Attention to detail when documenting cases and troubleshooting issues
• Ability to remain calm and professional in high-pressure situations
• Solid troubleshooting skills to diagnose and resolve technical issues efficiently

Nice to Have

• SaaS support experience
• Knowledge of 3D modeling, 3D graphics processing, or energy performance
• Background in Engineering, Architecture, Design, or User Experience
• Experience supporting users across multiple operating systems (Windows, macOS, iOS, Android)
• Familiarity with ticketing systems, CRM tools (Salesforce preferred), and remote support tools
• Prior contact center or technical support center experience

Additional Details

• Training will be provided on specific SketchUp support topics
• Candidates should be comfortable handling ~26 cases per day
• This role is onsite in Westminster, CO
• Remote interview process

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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