Website:
accelonconsulting.com
Job details:
Experience Level - 3 to 5 years
Primary Skills - Product Expertise on BIM360 & ACC
Secondary Skills - Communication Skills
Position Overview
We are looking for a Technical Support Specialist to provide support services and engage customers in providing effective technical solutions, guidance, and troubleshooting advice. With a clear focus on helping customers adopt industry leading design tools, this role is responsible for addressing customer product issues reported to us primarily via scheduling a call, logging a case or chat. All our teams have a direct influence on customer adoption and enable customers to realize the value of their investment.
Our ideal candidate gathers and analyses the most critical information needed to understand problems and generate innovative ideas and solutions to solve them; ensures that customer issues are resolved, pulling the right groups together to be in service for the customer; holds all stakeholders accountable for achieving goals; and encourages others to take appropriate risks, shaping an environment where people are empowered to step up and take responsibility.
This role reports to a Technical Support Manager and requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals. The work location will be in Bangalore, India, and successful candidate will be expected to relocate to Bangalore.
Responsibilities
- Respond to support requests via multiple channels and adhere to documented processes
- Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards.
- Prioritize critical technical issues and monitoring of service level compliance Actively handle personal backlog of support requests
- Manage customer and partner expectations by providing timely updates on progress
- Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology
- Influence and contribute to product management and development to contribute to successful improvements
- Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders
- Work closely with extended teams such as Client Services, Renewals hub and Sales team to resolve customer issues
Minimum Qualifications
- Bachelor’s degree in a Design, Engineering, or Infrastructure subject, or equivalent work experience
- Competent knowledge in Construction Cloud / BIM360, Revit, Navisworks
- At least 3 - 5 years of industry working experience
- 3+ years of technology and customer support experience
- Proficient in CRM
- Experience supporting cloud/SaaS based applications
- Proficiency or familiarity with Construction and BIM industry needs and workflows
- Demonstrable capability to “own” the problem (customer issue), troubleshoot and ability to solve or mitigate the problem
- Excellent verbal and written communication skills; ability to convey complex technical details to a live or virtual audience
Key Benefits:
- Free Health Insurance – Comprehensive coverage for you and your dependents
- Work-Life Balance –Flexible work arrangements and realistic workloads to help you maintain a healthy balance.
- Healthy Work Culture – A collaborative, respectful, and growth-oriented environment.
- Provident Fund (PF) and Gratuity benefits as per statutory norms
Click on Apply to know more.