Customer Support Specialist

2 days ago

Kochi, India Nemetschek Group Full time

YOUR ROLE: A chance to make the difference.• Provide Level 1 technical support for ALLPLAN product portfolio via phone, E-Mail, andticketing systems.• Troubleshoot and resolve basic to intermediate issues related to ALLPLAN functionality,installation, and configuration.• Guide users through diagnostic procedures and provide clear, step-by-step solutions.• Document support cases in CRM systems (e.g., Salesforce, HubSpot) to maintain acomprehensive knowledge base.• Collaborate with Level 2/3 support and product teams for issue escalation andresolution.• Participate in onboarding sessions and product walkthroughs for new users.• Stay updated with the latest ALLPLAN features, updates, and industry best practices• Helping with the installation, configuration, and updating of our software products is aplusWHO ARE WE LOOKING FOR:• Bachelor’s degree in Civil Engineering, or related field.• 3-5 years of experience in technical support or a similar customer-facing role.• Knowledge of Building Information Modelling (BIM) and its workflows, future demands/ standards are important.• Hands on experience using 2D and/or 3D CAD drafting applications such as ALLPLAN,Autodesk Revit, and/or SDS2, Tekla.• Basic scripting knowledge (e.g. Python, Rhino, Grasshopper, Dynamo) is a plus.• Initial experience in IT support or CAD construction software such as Bluebeam,BIMPLUS, Autodesk Construction Cloud, ProjectWise applications is an advantage• Strong communication skills, customer orientation, and solution-driven work approach• Experience with support tools like JIRA, Zendesk, or Freshdesk.• Familiarity with remote support tools and screen-sharing platforms.GOOD TO HAVE• Have an open and communicative personality, enjoy working with customers, and are ateam player.• Problem solving skills and the ability to make the complicated look and feel simple.• Customer orientation and solution-driven work approach• Ability to manage multiple tasks in a fast-paced environment• Detail-oriented with a focus on delivering high-quality support• Excellent verbal and written communication skills in English

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