Customer Support Specialist
17 hours ago
YOUR ROLE: A chance to make the difference. • Provide Level 1 technical support for ALLPLAN product portfolio via phone, E-Mail, and ticketing 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 a comprehensive knowledge base. • Collaborate with Level 2/3 support and product teams for issue escalation and resolution. • 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 a plus WHO 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 a team 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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