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Nemetschek Group · 2 months ago

Technical Support Specialist - Tier 2 (West Coast)

United States

Full-time

Remote

Entry, Mid Level

$57K/yr - $68K/yr

2+ years exp

Nemetschek Group is a company that empowers people to advance the way the world is built through innovative software solutions. They are seeking a Tier 2 Technical Support Specialist to assist customers with technical challenges related to their products, ensuring a high level of customer satisfaction and contributing to team improvements.

Computer Software

Work & Life Balance

Responsibilities

Act as a mid-level Tier 2 support specialist, responding to customer inquiries via phone, chat, and email with minimal supervision

Provide technical assistance on product usage, escalating complex issues to appropriate teams when necessary

Take full ownership of technical incidents, replicate issues in test environments, identify software bugs, and document them in the bug tracking system

Accurately record all customer interactions and case details in the CRM system

Qualify and gather detailed technical information to support effective issue escalation

Develop and maintain internal and customer-facing support documentation for recurring issues and technical workflows

Exhibit professional maturity by demonstrating initiative, reliability, and consistent execution in a technical support environment

Contribute to cross-functional projects and support company-wide technical objectives as assigned

Qualification

Technical support experienceAnalytical skillsTroubleshooting skillsMicrosoft WindowsCustomer serviceDocumentation skillsProactive attitudeDependabilityPDF softwareAEC industry experienceMobile platform supportVirtual environmentsSoftware deployment toolsA+ CertificationMicrosoft IT CertificationCommunication skillsCollaborationInitiative

Required

Minimum of 2 years in a technical support or equivalent role, with proven ability to resolve complex issues

Strong analytical and troubleshooting skills, with the ability to identify key details, ask the right questions, and apply technical knowledge to drive issue resolution

Demonstrated commitment to exceptional customer service, with a collaborative mindset and a positive, solution-oriented attitude

Proficient in Microsoft Windows operating systems, including installing and uninstalling software and drivers

Proactive and dependable, consistently following through to ensure customer issues are fully resolved

Excellent verbal and written communication skills, with the ability to clearly convey technical information to a variety of audiences