Customer Support Technician

at SDS2 / ALLPLAN
Location Lincoln, Nebraska
Date Posted September 21, 2022
Category Call Centre / CustomerService
Job Type Permanent

Description

SDS2 is a leading supplier of structural steel software in the engineering, detailing and fabrication markets. As a global part of the ALLPLAN team, we provide architects, engineers, and contractors with modern software solutions to design, build, and operate awesome buildings. We strive to be at the forefront of our industry with benefits and work environment, including generous time off policies, health, dental, vision and life insurance (including significant HSA contributions), company-matched retirement, and more.

The Customer Support Technician works directly with our users, providing information of SDS2 s Steel Software System to increase usage, adequately train users, and troubleshoot problems.

As a Customer Support Technician you will:

  • Apply your knowledge of CAD, Architectural Drafting, and the application of SDS2 Steel Detailing Software known as SDS2 to investigate and resolve computer software and/or structural steel related industry problems and, when applicable, the hardware or operating system problems of users as they interact with SDS2 s products.
  • Work with and coach customers by guiding, teaching and answering questions pertaining to the customer s knowledge of computer software, hardware, and diagnostic procedures.
  • Diagnose and determine whether a problem or error was caused by the user s procedure, software or hardware.
  • Collaborate with colleagues in support and development to find solutions for the customer.
  • Create cases, logging all inquiries, as well as software errors (bugs) to ensure all customer needs are addressed.
  • Obtain documentation and/or drawings to illustrate software problems from users.
  • Assist in the development of tutorial or new product materials, visual displays, and training curriculum.
  • Train customers with the application of SDS2 software and its associated products.
  • Empathize with our customers, in order to better resolve and difficult problems.

SDS2 is committed to hiring and retaining a diverse workforce. We are proud to be an equal opportunity employer, making decisions without regard to race, color, religion, creed, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

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