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Business Development Representative

SALES (Manchester, NH)

Business Development Representative 

Location: Manchester, NH                  

 

Overview: 

Newforma, the leading provider of Project Information Management software for architecture, engineering, and construction firms worldwide is growing!  Creating software that makes a difference in the AEC industry is what drives our company.  We are enhancing our flagship enterprise product to connect with various backend, and cloud systems in the AEC space.  If you have the drive, confidence, thirst for knowledge, desire to be challenged and technical expertise required, we’d like to see your resume. 

 

Responsibilities:

•  Responsible for identifying and qualifying sales opportunities for NPC product
•  Conduct high volume prospecting (75 + sales activities per day) through outbound calls and emails
•  Managing and documenting activities and leads within Salesforce and other sales engagement platforms
•  Meet or exceed monthly goals for qualified opportunities by managing activity in accordance with key performance indicators
•  Work directly with NPC sales manager daily to move opportunities through the sales funnel

 

Requirements: 

•  Bachelor’s Degree or equivalent
•  Excellent written and verbal communication skills
•  Disciplined approach to daily activity planning, setting goals and achieving success
•  Ability to take direction, be coached and mentored
•  Strong computer skills: MS Office and Salesforce.com desirable
•  Hungry and Competitive individual who will do whatever it takes to achieve goals
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Who We Are:

Newforma’s intuitive project information management (PIM) technology promotes collaboration between individuals, project teams and across the enterprise in the AECO industry. By building a more connected project environment, Newforma optimizes the processes by which critical information is captured, shared and managed, and delivers a more intelligent and profoundly productive experience for architects, designers, builders, owners, and the full construction team. 

 

Equal Opportunity Employer:

Qualified applicants will receive consideration without regarding to age, race, color, religion, sex, sexual orientation, disability, or national origin. Must be eligible to work the United Stated and pass a background check.

Apply

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Tier 1 Product Support Specialist

SUPPORT (Manchester, NH)

Job Description:

The Tier 2 Product Support Specialist identifies, troubleshoots and resolves product and technical issues for all Newforma software products including on-premise enterprise, hosted solutions (Cloud) and mobile applications. This role analyzes the issue to determine if it is functioning "as designed" or appears to be a product defect, seeks to identify workarounds when standard procedures have failed, and escalates cases to Tier 3 as necessary under specified criteria, constantly seeking to ensure customers are informed of progress and issues are resolved in a timely fashion. This may involve swarming techniques that engage other team members and managers for assistance as necessary. 

The Tier 2 Specialist is familiar with standard troubleshooting concepts, practices, and procedures and relies on experience and judgment to plan and accomplish goals. This role is also responsible for updating individual contact and account information in the Salesforce CRM system as well as contributing to and maintaining content in Knowledgebase Articles from solutions to cases.

This position will require some off hour activity to support the customer base during off business hours. This requirement should be less than 10 %. Also some travel maybe required again less than 10 %.

Essential Duties and Responsibilities:

• Ability to manage Incoming cases via email, phone and CHAT.
• Monitor the inbound case queue using the Salesforce Service Cloud platform
• Back-fill for Tier 1 as needed
• Interact with Tier 1 for warm transfer process
• Determine if customer issue is already addressed with existing Knowledgebase article, Help topic, video tutorial, etc. 
• Schedule and conduct GoToMeeting sessions with customers to resolve in-depth technical issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.
• Interact within the Tier 2 group as needed for swarming process for new or unknown situations
• Locate, review and analyze submitted crash reports
• Attempt to duplicate suspected defects in VM lab environment
• Determine if existing issue relates to known defect currently being tracked in the JIRA database
• Monitor aging cases and escalate as necessary based on predefined rules
• Interact with Tier 3 for warm transfer process with a fully documented case including all background information gathered during customer interactions
• Interaction with Account Managers/Sales to provide feedback and insight on cases that are being managed
• Interact with Tiers 2, 3, QA, Product Management, development, etc., as needed to gain further knowledge around issues that are being managed
• Ongoing interaction and training within the support Virtual Machine environment
• Ongoing education, general research to help with future resolution of customer issues
• Part of rotation for off hours and weekend coverage
• Evaluate ways to improve and prevent future issues
• Create content and document Knowledgebase articles
• Review Knowledgebase articles for technical accuracy based on case issues
• Be aware and help provide support in a multi-region environment.
• Attend individual growth, peer, support/services and development meetings as required.

Qualifications:

• Ability to multitask in a fast paced environment
• Ability to understand and diagnose software product and support issues
• Ability to absorb and retain information quickly
• Highly self-motivated and directed with a high level of attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment
• Exceptional customer service orientation
• Excellent written and oral communication skills
• Ability to communicate clearly, courteously, and professionally to non-technical individuals

Education and Experience:

• 3-5 years Help Desk and/or Customer Service experience
• Experience with CRM Case Management platforms such as Salesforce Service Cloud
• Experience troubleshooting Windows Servers, Windows Web servers and Desktop Operating systems
• Azure Administration
• Knowledge of Microsoft Azure Active Directory helpful
• Experience working in a team-oriented, collaborative environment
• Mobile application troubleshooting skills
• Proven analytical and problem solving abilities
• Amazon Web Services experience helpful
• Experience supporting MySQL or other databases highly desirable, but not required
• CS degree and/or equivalent experience
• Mid-level knowledge of LAN networking and distributed (client/server) computing environments.
• Firewall, Router, VPN, WAN, and Anti-virus configuration and support experience
• Experience in Microsoft Outlook and Exchange system administration
• Active Directory and network security knowledge
• MSCE certification preferred
• Excellent written and verbal Communication Skills
• Prior AEC Industry background or Newforma experience preferred but not required

Training

• All of Tier 1 training plus
• In-depth PEACE training
• In-depth Newforma Admin training
• In-depth Newforma Email Notification process training
• In-depth Newforma Indexing training
• In-depth Project Cloud training
• In-depth MySQL training
• In-depth Windows Server Admin training
• In-depth Network training
• In-depth NewformaLink training
• May be asked to create and present training
• Entry level knowledge of application coding process

Reporting Relationship

This position reports to the Technical Support Manager

Who We Are: 

Newforma’s intuitive project information management (PIM) technology promotes collaboration between individuals, project teams and across the enterprise in the AECO industry. By building a more connected project environment, Newforma optimizes the processes by which critical information is captured, shared and managed, and delivers a more intelligent and profoundly productive experience for architects, designers, builders, owners, and the full construction team. 

We offer a competitive benefits package including excellent medical and dental plans, fully paid life and disability plans, tuition reimbursement and 401k.

Equal Opportunity Employer: 

Qualified applicants will receive consideration without regarding to age, race, color, religion, sex, sexual orientation, disability, or national origin. Must be eligible to work the United Stated and pass a background check.

Apply