Customer Technical Support - Remote
Company: InEight
Location: Omaha
Posted on: April 22, 2024
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Job Description:
Company Description:
InEight provides field-tested project management software for the
owners, contractors, engineers and architects who are building the
world around us. Over 575,000 users and more than 700 customers
across 37 countries rely on InEight for real-time insights that
help manage risk and keep projects on schedule and under budget
across the entire life cycle.
From pre-planning to design, from estimating to scheduling, and
from field execution to turnover, InEight has powered more than
$500 million in projects globally across infrastructure, public
sector, energy and power, oil, gas and chemical, mining, and
commercial.
Based in Scottsdale, Arizona, InEight supports a remote work model
with employees working throughout the United States, Canada,
Australia, Sri Lanka and Europe. InEight, an ISO
9001:2015-registered company, is a subsidiary of Kiewit Corporation
(Kiewit). Kiewit, through its subsidiaries, is one of North
America's largest and most respected construction and engineering
organizations.
InEight is a fast-paced, innovative company comprised of
high-energy teams of self-starters playing integral roles in
shaping the future of capital projects around the world. Our
industry-leading solutions, dedicated employees, and proven
leadership team provide a solid foundation to support our continued
growth and success.
We offer our fulltime employees a comprehensive benefits package
that's among the best in our industry, including top-tier medical,
dental and vision plans covering eligible employees and dependents,
voluntary wellness and employee assistance programs, life
insurance, disability, retirement plans with matching, and generous
paid time off.
Position Summary:
The Customer Product Support position provides a great opportunity
to become a product expert while providing support to our
customers. Duties include taking inbound calls, providing
functional support, troubleshooting, case management and providing
overall support for InEight's product software suite. The customers
who work with you will end up as raving fans, because of your
capability and your empathy. You'll have proven processes to guide
you, along with the guidance of your peers and other industry
professionals when you need it, and autonomy to make decisions on
your own.
*This is a remote position, the ideal applicant would be in the
Pacific or Mountain time zone.
Job Responsibilities:
Gather complete information from customers, document steps taken,
researches the knowledgebase for known solutions, isolates cause
and takes 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.
Have the ability to walk customers through complex construction
workflows specific to capital projects and other construction
related projects.
Provide functional support with project estimates and budget
controls.
Monitor and respond to customers inquires through InEight's
ticketing system in a timely manner.
Act with an appropriate sense of urgency and follows 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.
Ability to adhere to customer SLA's and escalate as needed.
Will be required to participate in the on-call rotation, 1 week
every 2 months 24/7 support.
Requirements:
At least one year of prior software application support and
troubleshooting experience required
Experience with Microsoft Office Suite of products and operating
systems, experience with Excel Macro preferred
Experience using Bluebeam and Adobe preferred
Understanding and application of API integrations preferred
Bug tracking experience required, Azure DevOps preferred
Case tracking experience required, Service Now preferred
Customer communication via phone and/or video required
SaaS trouble shooting 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
InEight Inc. is an Equal Opportunity Employer, (EOE) and will
consider all applications without regard to race, marital status,
sex, age, color, religion, national origin, veteran status,
disability or any other characteristic protected by law.
#InEight #LI-Remote
Keywords: InEight, Omaha , Customer Technical Support - Remote, IT / Software / Systems , Omaha, Nebraska
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