Sr. Technical Support Specialist

Bluebeam   •  

San Diego, CA

Industry: Software

  •  

5 - 7 years

Posted 271 days ago

This job is no longer available.

Sr. Technical Support Specialist

About the ROLE:

You’ll be on the front lines assisting customers with Bluebeam products, both in how to use the software as well as troubleshooting technical issues. We are not a call center! We want our customers to recognize that another intelligent person is on the other end of the phone or email working to understand their workflow and helping them utilize our tools to do what they do better and more efficiently.

 

More about the ROLE:

  • Serve as a senior member of our front line team by answering the more difficult telephone calls and emails from our customers
  • Act as an escalation resource for junior and mid-level members of the support team
  • Respond to questions and troubleshoot issues related to use of the Bluebeam software applications, including our plugins into other software applications
  • Take ownership of technical issues from initial report to final resolution
  • Advise customers on software workflows and best practices, helping them achieve the desired end result with Bluebeam products
  • Set up test environments to verify reported software bugs and log them into our bug tracking database
  • Create internal and external support documentation
  • Provide mentorship to other team members

 

About YOU:

  • Customer service skills!! Bluebeam has exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role will like to work with others and will help them solve problems with a positive attitude and helpful spirit.
  • 5-7 years of technical support experience 
  • Solid understanding of Microsoft Windows operating systems (Windows 10, 8, 7) i.e. installing and uninstalling programs and drivers, registry settings, WindowsEvent Viewer
  • A positive and proactive nature (You follow through on helping customers get the answers they need!)
  • Excellent communication skills, both written and verbal (We really mean it!)
  • A sense of humor (Examples appreciated– let’s see who reads this!)

 

Bonus Points For:

  • Experience with PDF software
  • Experience with architectural or structural programs such as AutoCAD, Revit, Navisworks, Tekla or SolidWorks
  • Experience working within the AEC (Architectural, Engineering, and Construction) industry
  • Experience in iOS and OS X environments
  • Experience working with virtual environments (i.e. Citrix, VMware, Hyper-V)
  • Experience in setting up and utilizing software deployment tools