Technical Support Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee and address client concerns via Intercom and Microsoft Dynamics while adhering to service level agreements (SLAs).

• Clearly and empathetically communicate intricate technical concepts.

• Identify and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations.

• Provide support for CAD integration, library setups, and manufacturing processes.

• Tag and label “How-do-I” tickets to assist in training Intercom AI.

• Examine ticket histories and patterns to enhance AI accuracy and minimize manual intervention.

• Create and sustain reusable responses, how-to articles, and best-practice documentation.

• Produce detailed and reproducible bug reports based on client issues.

• Collaborate with Engineering and Product teams to facilitate resolutions.

• Monitor recurring issues and provide insights for product enhancements.

• Tag and categorize tickets for effective reporting and analytics.

• Recognize trends and refine support processes.

• Maintain client satisfaction levels above specified benchmarks.

• Aid in reducing manual ticket volume through AI training and documentation.

⛳️ Requirements

• A minimum of 2 years in a technical support position, preferably within CAD/CAM software, design applications, or manufacturing technology.

• Bilingual proficiency in French and English.

• Strong analytical and troubleshooting skills, particularly in design-to-manufacturing workflows.

• Proficient with support platforms such as Intercom, Microsoft Dynamics, or equivalent systems.

• Exceptional written and verbal communication skills, capable of clearly and confidently explaining complex issues.

• Demonstrated ability to manage multiple tickets accurately and calmly in a fast-paced environment.

• Familiarity with INNERGY Design, Microvellum Toolbox, and AutoCAD-based systems is preferred.

• Experience in writing structured bug reports and collaborating with development/QA teams is preferred.

• Exposure to AI-assisted support platforms or an eagerness to learn AI training techniques is preferred.

• Detail-oriented approach to ticket categorization, data tagging, and reporting is preferred.

• Candidates must reside in an eligible U.S. state; eligible states include Texas, Florida, Missouri, Arizona, Indiana, North Carolina, and Wisconsin; applicants from California, Colorado, New York, Illinois, Washington, or other states with active pay transparency requirements are not eligible.

🏝️ Benefits

• Options for remote work.

• A flexible work environment.

• Support for employee wellbeing.

• Reasonable workplace adjustments/accommodations for individuals with disabilities.

• An inclusive and accessible work environment.

• A safe and supportive working environment.