SketchUp Technical Support – Remote

SketchUp Technical Support – Remote

BCforward is currently seeking a highly motivated SketchUp Technical Support – Remote for an Remote opportunity

Position Title: SketchUp Technical Support – Remote

Location: Minneapolis, MN

Anticipated Start Date: ASAP

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 6 – months (Fulltime)

Job Type: Contract – Remote

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Description

Growing and exciting client is looking to bring on a SketchUp Technical Support colleague on a contract basis. This position will be 100% remote and a great opportunity to expand your technical prowess.

Responsibilities:

• 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.

Requirements:

• 2 years of experience supporting customers via chat, email, and phone
• Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
• Technical proficiency and familiarity with computer systems, software, and Google Suite
• Excellent communication skills, including active listening, empathy, and patience with the ability to adapt communication styles to different audiences
• Time management and prioritization skills, enabling high quality and time sensitive customer communications
• Attention to detail while working through issue discovery and documenting case notes
• Able to maintain composure and professionalism during high-pressure situations
• Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
• Comfortable working in a remote environment, with occasional in office meetings

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 229019 when responding to this ad.

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