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Tier I Product Support Specialist

SUPPORT (Manchester, NH)

      

Overview:                            

The Tier 1 Product Support Specialist ("First Responder") is responsible for the initial customer response from incoming phone calls, chat sessions, and email queries. The First Responder provides product and technical support for all Newforma software products including on-premise enterprise and hosted solutions in addition to mobile applications. First Responders handle all incoming cases and seek to resolve all less complex cases that can be readily answered from Newforma Help or Knowledgebase articles. These cases should be resolved quickly and effectively without resulting in a case re-submission by the customer.

More complex cases require the First Responder to evaluate and if possible, replicate the customer issue and effectively communicate these findings to prepare cases for escalation to the next support tier. This may involve swarming techniques that engage other team members and managers for assistance as necessary.  

The First Responder will also be 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.

Responsibilities Include but are not limited to:

•  Monitor the inbound case queue using the Salesforce Service Cloud platform
•  Take inbound chat and phone calls from customers, log cases and attempt to identify and resolve basic issues 
•  Determine if customer issue is already addressed with existing Knowledgebase article, Help topic, video tutorial, etc. 
•  Interact within the Tier 1 group as needed using the swarming process for new or unknown situations
•  When necessary, schedule and conduct GoToMeeting sessions with customers to gather more information on the issue, including screen captures, log files, error messages, etc.
•  Determine if existing issue relates to known defect currently being tracked in the JIRA database
•  Interact with T2 for warm transfer process with a fully documented case including all background information gathered during initial interactions
•  Monitor ageing cases and escalate as necessary based on predefined rules
•  Locate, review and analyze submitted crash reports
•  Interaction with Account Managers/Sales to provide feedback and insight on cases that are being managed
•  Interact with Tiers 2, 3, QA, Product Management, 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
•  Attend individual growth, peer, support/services and development meetings as required.

 

Qualifications:

•  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

 

Requirements: 

•  1-3 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
•  Experience working in a team-oriented, collaborative environment. 
•  Mobile apps troubleshooting skills
•  Knowledge of Cloud Based Processes and Applications 
•  CS degree and/or equivalent experience
•  A+ certified training or Microsoft Certifications
•  Excellent written and verbal Communication Skills
•  Prior AEC Industry background or Newforma experience preferred but not required
•  Proven analytical and problem-solving abilities

 

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.

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