SketchUp Technical Support

Position Description : SketchUp Technical Support

Top skills : 1. Customer support

2. Time management

3. Excellent communication skills

looking for someone with SaaS support experience SketchUp, AutoCad, or Design experience

Duties :

• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer’s technical issues.
• Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication.
• Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
• Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
• Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps.
• Document cases for customer requests from all channels : phone calls, chats, emails, and queues.
• Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp :
• Billing and invoicing
• Account Authorization
• Entitlement management
• Download and installation
• SketchUp Extensions
• Crash identification
• Bug tracking
• Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.
• Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.
• Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.

Skills :