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Technical Support Specialist

Company: RIB North America
Location: Alpharetta
Posted on: January 15, 2022

Job Description:

The CompanyRIB North America is a proud member of the RIB-Software Group which is listed on the German Stock Exchange (ETR:RIB) and is a driving force committed to digital innovation in the building and construction industries. The company develops and distributes cutting-edge digital technologies for construction enterprises and projects worldwide. Our software is designed for architects, engineers, specifiers, owners, and building product manufacturers. At RIB, we embrace game-changing technology.
RIB Software is a subsidiary of Schneider Electric Investment AG.
The PositionRIB Americas is seeking a Technical Support Specialist. The Technical Support Specialist is responsible for receiving, recording, and processing all incoming communications to the Support Department. This representative provides customer support, troubleshooting, and education while assisting clients on their journey to achieve optimal health and wellness. The ideal candidate is pro-active and passionate about providing an A+ experience to all our customers, as well as an energetic problem-solver, looking for creative ways to find solutions.
Memphis, TN or Atlanta, GA based employees greatly preferred.Responsibilities

  • Will be responsible for providing excellent customer service via diagnosis and resolution of technical, operational and implementation issues related to RIB products, supporting technologies/infrastructure.
  • Escalate issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action.
  • Provide technical support via telephone, email, and chat to external and internal customers.
  • Must be capable of documenting technical documentation.
  • Participate in customer conference calls when necessary to manage the resolution of customer account issues.
  • Reproduce errors in test systems and document them thoroughly for reproduction independently from production systems for the purpose of issue remediation and testing
  • Demonstrate availability within pre-defined SLA timelines to assist technical teams during critical or urgent incidents that demand immediate attention and resolution.
  • Structure your time effectively; balance competing priorities, complete work in a timely manner and meet established quality and administrative documentation expectations. Stabilize and refocus quickly when change occurs, monitoring work to meet deadlines.
  • Availability for 24x7x365 staffing assignments, on-call rotation.
  • Participate in testing activities for Product releases and provide feedback for functionality and usability from a customer's perspective as required.
  • Other duties as assigned.
    Required Qualifications
    • Bachelor's degree in CS, MIS, Engineering, or equivalent work experience
    • Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and or ambiguous situations.
    • Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
      Preferred Qualifications
      • Ability to analyze network traffic using industry-standard diagnostic tools to diagnose application stability and performance issues.
      • Understanding of Microsoft Azure Cloud Services and associated native components and navigation within a cloud-hosted environment.
      • Experience in in Microsoft Teams, LogMeIn, Rescue, GoToConnect, Salesforce, Zendesk, Azure DevOps and RIB applications SLE, SLC and SpecLive.
      • Experience using remote connection tools such as LogMeIn, Citrix GoToAssist, MS Teams or similar
        RIB is an Equal Opportunity Employer. Our company will provide equal opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Keywords: RIB North America, Alpharetta , Technical Support Specialist, IT / Software / Systems , Alpharetta, Georgia

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