Customer Technical Support
6 months ago
**Company Description**:
InEight provides field-tested project management software for the owners, contractors, engineers and architects who are building the world around us. Over 300,000 users and more than 750 customers worldwide 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 $400 billion 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 organisations.
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.
**Position Summary**:
This position provides a great opportunity to become a product expert while providing support to our customers who are primarily engineers working on large scale construction projects. The major job functions include taking inbound calls and providing functional support, troubleshooting, case management and 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.
**Responsibilities**:
- Gather complete information from customers, document steps taken, research the knowledge base for known solutions, isolate cause and take restorative actions while minimising 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 control solutions.
- Monitor and respond to customer inquires 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**:
- A background supporting and troubleshooting complex software, ideally in a SaaS environment.
- Fluent in both English and Japanese (written and spoken).
- Experience with Microsoft Office Suite of products and operating systems, experience with Excel Macro preferred.
- Experience using Bluebeam and Adobe preferred.
- Understanding of API integrations preferred.
- Bug tracking experience required, Azure DevOps preferred.
- Case tracking experience required, Service Now preferred.
- Experience with customer communication via phone and/or video as required
- Deductive logic, complex problem solving and excellent troubleshooting skills.
- Self-directed, with the ability to prioritise and effectively handle multiple incidents at a time.
- Exceptional customer service, organisational, and time management skills.
- Excellent written and verbal communication skills.
- A positive, willing and able attitude.
Applicants must have the legal right to live and work in Australia permanently.
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