Technical Support Specialist Aw

France
- Saint Herblain
- Technical
- Regular Full-Time
- 1494

**Job Description**:
**About Graitec Group**

Graitec is a leading global Building Information Modeling (BIM) provider founded in 1986. Our mission is to help architects, engineers, construction, and manufacturing customers to CREATE, SIMULATE, FABRICATE and MANAGE all the data of their projects through the use of BIM technology. We are one of the largest Autodesk partners in the world and drive growth through our three complementary activities:

- Value Added Reseller of Autodesk solutions
- Providing customer success services through training, consulting, and support.
- Our team of more than 700 experts and talents is distributed across 50 offices in 14 countries, known for their accountability, agility, customer-centricity and innovative spirit, with over 25% in R&D.
- We serve over 270,000 customers worldwide. Our ambition is to double our business in the coming years through both organic growth and acquisition.

**About the Team Hiring**

You will be part of the Advance Workshop Solution and working with a great team of technical staff bothin France and globally. Having the ability to pull upon the expertise of very highly knowledgeable people is a huge benefit, and will help you firstly settle into your role, but more importantly help you with your personal development. Michel, René-Claude and Ismail, our Solution Director are waiting for you

**Overview**

As Technical Support Specialist Advance Workshop, you will be responsible for management of incoming customer support calls which will include licencing and product usage support. You will also provide internal support to Graitec staff.

You are an energetic, tech savvy and customer-focused professional with an engaging personality and excellent communication skills no matter where the customer conversation takes place. You can look past symptoms to determine root cause, make timely decisions on problems/issues requiring immediate attention, and take responsibility for their own performance and actions.

Graitec’s transition from local support to global will give the role a great opportunity to expand into other market areas. This position represents a great opportunity for you to further your career with full hands-on training provided in all aspects of the role.

**Key Responsibilities**
- Answering and fielding all support requests
- Escalation of high priority/specialist issues using Graitec’s helpdesk system
- Respond to support requests via multiple channels and following documented processes.
- Document support interactions in a company-wide case management system.
- Escalate unresolved issues to senior staff as required.
- Assess personal backlog of support requests.
- Engage with Graitec experts.
- Assisting clients in installing and licensing Graitec products
- Assigning and managing licenses for Graitec and other 3rd party products.
- Working in partnership with the sales team on specific customer technical needs
- Working with international customers

**Key Success Indicators**:

- 1st level support delivered in a timely manner - first answer in the first 24 hours
- Easy and medium issues (12 to 24 hours)
- Critical issues (review - 1 hours, fixing - 24 to 48 hours, or longer depending on the complexity)
- 2nd level support (internal) delivered in a timely manner - first answer between 24 to 72 hours
- Easy and medium issues (12 to 72 hours)
- Critical issues (review - 1 hours, fixing - 24 to 48 hours, or longer depending on the complexity)
- Ticket backlog: low number of unresolved tickets in your queue
- Stakeholder satisfaction: good level of feedback from stakeholders regarding communication and transparency for support and solutions (number of good/bad comments; perception of quality documents)
- High-quality solutions and analysis documents
- Good level of customer retention rate because of high-quality support and technical solution offered (0 customers lost as a consequence of poor-quality support)

**Responsibilities**

**What you must have done already**:

- 3+ years of experience in a technical support or a customer-facing role
- Strong troubleshooting and problem-solving skills
- Knowledge of IT concepts and technologies
- Ability to work independently and handle multiple tasks simultaneously

**What is nice to have done already**:

- Experience in windows support, including RDP/RDS
- Application Support Specialist experience
- Knowledge of the construction industry and/or construction materials industry
- IT certifications (e.g. A+, Network+, MCP, etc.)
- Experience with IT service management frameworks
- Technical support for ERP/MES solutions

**Qualifications**
- Ability to speak fluent English and French
- Results driven, focused on delivering quality work.
- Very good problem solving & troubleshooting skills.
- Attention to details.
- Excellent interpersonal skills, including, telephone and written communication skills.
- Professionalism, personal i