Technical Support Specialist – Help Desk

Salary: £31,200 – £33,600 per year

Remote. Computer Aided Design (CAD/Vectorworks). Helpdesk. Customer service. Communication. 

You enjoy assisting customers who need technical support and can effectively answer their questions and assist in the resolution of technical CAD challenges via the phone and/or internet.

The Technical Support Specialist may also be called upon to provide online or in-person training/onboarding, demonstrations and participate in webinar sessions with our customers.

You’ll make an impact by:

• Providing CAD helpdesk support to end users on a variety of issues.
• Identifying, researching, and resolving end users’ technical problems.
• Responding to telephone calls, e-mail, chat, and other requests for technical support.
• Documenting all activity around customer support in our support database (Salesforce).
• Escalating technical issues to our software engineers as appropriate, and coordinate the delivery of a resolution to customers.
• Creating, editing, and maintaining knowledge articles for use in technical support.
• Participating in onboarding activities for new customers.
• Other duties as assigned.

About you: 

• Have a bachelor’s degree (preferred) and/or 2 years of related work experience in a comparable role (customer support) required.
• Alternatively, completion of an appropriate apprenticeship is desirable, preferably in a customer service role.
• A minimum of 1-year experience in a technical help desk or any other customer service environment.
• Outstanding communication skills, both spoken and written.
• Have experience with Vectorworks, other CAD software, or any other graphic software applications.
• Have a natural ability to develop a rapid rapport with clients over the telephone and in written communication. And can remain calm and professional when working under pressure.
• Have proficient knowledge of Windows and/or Macintosh operating systems.
• Willing to adapt and learn new technologies and system support techniques.

Note:

• Candidates with the equivalent technical training, relevant CAD work experience (landscape, architecture, or entertainment design industries) or alternative education and experience should also apply.

Vectorworks Inc. is an Equal Opportunity/Affirmative Action Employer.