SketchUp Technical Support

2 weeks ago

Westminster, Colorado, United States BCforward Full time $45,000 - $75,000 per year

Position Description: SketchUp Technical Support

Top skills:

1. Customer support

2. Time management

3. Excellent communication skills

looking for someone with SaaS support experience SketchUp, AutoCad, or Design experience

Duties:

  • Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues.
  • Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication.
  • Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
  • Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
  • Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps.
  • Document cases for customer requests from all channels: phone calls, chats, emails, and queues.
  • Assist customers with account and subscription management, process refunds, along with technical issues related to
    SketchUp:
  • Billing and invoicing
  • Account Authorization
  • Entitlement management
  • Download and installation
  • SketchUp Extensions
  • Crash identification
  • Bug tracking
  • Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.
  • Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.
  • Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.

Skills:

  • 2 years of experience supporting customers via chat, email, and phone
  • Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
  • Technical proficiency and familiarity with computer systems, software, and
    Google Suite
  • Excellent communication skills, including active listening, empathy, and patience with the ability to adapt communication styles to different audiences
  • Time management and prioritization skills, enabling high quality and time sensitive customer communications
  • Attention to detail while working through issue discovery and documenting case notes
  • Able to maintain composure and professionalism during high-pressure situations
  • Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
  • Comfortable working in a remote environment, with occasional in office meetings

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