Job Description
CUSTOMER PRODUCT SUPPORT
POSITION SUMMARY:
InEight is a rapidly growing US-based software development company, looking for a motivated and talented individual to join our Customer Product Support team.
InEight offers an innovative and collaborative environment and prides itself on our company culture designed to bring out the best in our people. Our industry leading solutions, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success.
- The successful candidate may be required to work weekends in line with business needs as required.
JOB RESPONSIBILITIES:
- Gather complete information from customers, document steps taken, research the knowledge base for known solutions, isolate cause and take restorative actions while minimizing disruption to the customer's business operation.
- Acquire and maintain a strong functional working knowledge of InEight's core products, with emphasis on the customer support aspect.
- Walk customers through complex construction workflows specific to capital projects and other construction-related projects.
- Provide functional support with project estimate and budget controls.
- Monitor and respond to customer inquiries through InEight's ticketing system in a timely manner.
- Act with an appropriate sense of urgency and follow up with customers to ensure issues are resolved to the customer's satisfaction.
- Facilitate remote meetings with customers and/or internal resources for troubleshooting and information gathering when necessary.
- Adhere to customer SLA's and escalate as needed.
REQUIREMENTS:
- At least one year of prior software application support and troubleshooting experience preferred.
- A background supporting complex software is ideal.
- Experience with Microsoft Office Suite of products and operating systems, particularly with Excel macros.
- Experience using Bluebeam and Adobe preferred but not essential.
- An understanding and application of API integrations preferred but not essential.
- Bug tracking experience required, Azure DevOps preferred.
- Case tracking experience required, Service Now preferred.
- Customer communication via phone and/or video required.
- SaaS troubleshooting experience is ideal.
- Deductive logic, complex problem solving and excellent trouble shooting skills.
- Self-directed, able to prioritize and effectively handle many incidents at a time.
- Exceptional customer service, organizational, and time management skills.
- Excellent written and verbal communication skills.
- A positive, willing and able attitude.
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