Russell Tobin · 1 day ago
Technical Customer Support Specialist
Westminster, CO
Full-time
Onsite
Entry, Mid Level
$20/hr - $24/hr
2+ years expRussell Tobin is supporting a leading global technology organization in hiring Technical Customer Support Specialists for a fast-paced SaaS support environment focused on SketchUp users. The role involves engaging with customers, troubleshooting technical issues, and creating positive support experiences while managing customer interactions across multiple channels.
ConsultingHuman ResourcesLegalStaffing Agency
Responsibilities
Engage with customers in a friendly, empathetic, and professional manner to build trust and rapport
Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for resolving technical issues
Respond to approximately 25 email cases and 10 phone cases per day, helping the team meet SLAs
Proactively manage individual case queues and backlogs, resolving aging requests efficiently
Document all customer interactions clearly and accurately in Salesforce, including issue details and troubleshooting steps
Support customers across multiple channels including phone, email, chat, and queues
Assist with account, subscription, and technical issues related to SketchUp, including:
Billing and invoicing
Account authorization and entitlement management
Download and installation support
SketchUp extensions
Crash identification and bug tracking
Leverage internal knowledge bases and resources before escalating cases
Follow established communication and incident protocols
Continuously build product knowledge through training and ongoing learning
Qualification
Required
Bachelor's degree or equivalent professional experience in a customer solutions or support environment
2+ years of customer support experience via chat, email, and phone
Strong customer-first mindset with a passion for creating positive user experiences
Technical proficiency with computer systems, software applications, and Google Workspace
Excellent communication skills, including empathy, patience, and active listening
Strong time management and prioritization skills in a high-volume environment
Attention to detail when documenting cases and troubleshooting issues
Ability to remain calm and professional in high-pressure situations
Solid troubleshooting skills to diagnose and resolve technical issues efficiently
Preferred
SaaS support experience
Knowledge of 3D modeling, 3D graphics processing, or energy performance
Background in Engineering, Architecture, Design, or User Experience
Experience supporting users across multiple operating systems (Windows, macOS, iOS, Android)
Familiarity with ticketing systems, CRM tools (Salesforce preferred), and remote support tools
Prior contact center or technical support center experience
Benefits
Comprehensive healthcare coverage (medical, dental, and vision plans)
Supplemental coverage (accident insurance, critical illness insurance and hospital indemnity)
A 401(k)-retirement savings
Life & disability insurance
An employee assistance program
Identity theft protection
Legal support
Auto and home insurance
Pet insurance
Employee discounts with some preferred vendors
Company
Russell Tobin
Russell Tobin is a staffing and recruiting company that provides recruitment and staffing advisory services.
201-500 employees
H1B Sponsorship
Russell Tobin has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
John Woronowich, JD
Vice President - Search, Staffing & Embedded Partnerships
Ashley Steger
Director of Talent Acquisition and People Operations- Embedded Partnerships
Company data provided by crunchbase