Are you looking to put your design and problem-solving skills to use in a whole new way? We are seeking an organised and responsible professional who is motivated, energetic, customer-focused and autonomous. The successful candidate will join an established team in a friendly and supportive working environment.
Working out of our Sydney office, this full-time role entails helping customers who need assistance with resolution of technical issues using Vectorworks CAD software via phone, email, or through use of the TeamViewer application. The Technical Support Specialist may also be called upon to provide online or in-person training, onboarding, or software demonstrations and participate in webinar sessions with our customers.
Responsibilities
- Provide help-desk support to end users on a variety of issues
- Identify, research and resolve end users’ technical problems
- Respond to telephone calls, email, chat or other requests for technical support
- Escalate technical issues to our software engineers as appropriate, and coordinate the delivery of a resolution to customers
- Work and communicate effectively as part of a team
- Create, edit, and maintain knowledge articles for use in technical support
- Deliver Vectorworks training to users
- Participate in onboarding activities for new customers
- Other duties as assigned.
Experience
- Experience with Vectorworks software (preferred) or other CAD/modelling software such as AutoCAD, ArchiCAD, Revit, SOLIDWORKS, Rhino, Sketchup, etc
- Experience with graphic applications such as Adobe suite
- Two years of related work experience in a comparable role (customer support) OR five years industry experience in the use of design software in the building, landscape or entertainment industries.
- Outstanding communication skills, both spoken and written
- Ability to develop a rapid rapport with clients over the telephone and in written communication, while remaining calm and professional when working under pressure
- Proficient knowledge of Windows and/or Mac operating systems
- Willingness to adapt and learn new technologies and system support techniques.
Applications
Please apply here with your resume.
