RIB Software
Posted 146 days agoVerified live 2d ago
Technical Support Specialist
Brief overview
United StatesIn-person
2 H-1B approvalsDept. of Labor
Diagnosing and resolving technical issuesCustomer serviceTechnical documentationError reproduction in test environmentsSLA-driven supportTime managementAdaptability to changeTesting product releasesProviding usability and functionality feedback
About the company
RIB Softwarerib-software.eu.com
RIB Software is an IT company that provides building information modeling and digital technology solutions for construction projects.
Visa sponsorship history
1 year sponsoring, last filed FY2024
Data powered by U.S. Department of Labor. This does not guarantee sponsorship for this specific role.2H-1B approved
100%approval rate
H-1B Petition ApprovalsVisas USCIS actually granted: the strongest sign the company sponsors.
20242
Job description
Summary
RIB Software is committed to innovation in the engineering and construction industry, providing leading end-to-end lifecycle solutions. The Technical Support Specialist will deliver excellent customer service by diagnosing and resolving technical issues related to RIB products and supporting technologies.
Responsibilities
- 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
- 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
Skills
- Provide 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
- 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
Qualifications
Must Haves
- Provide 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
- 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
