- Provide technical support to customers through phone, email, remote sessions, and online meetings.
- Contact clients after the sales process to activate software licenses and ensure successful deployment.
- Guide customers through software installation, configuration, and best practices to prevent common issues.
- Troubleshoot technical problems and provide timely, effective solutions to ensure customer satisfaction.
- Escalate requests related to additional products, upgrades, or services to the Account Manager.
- Research technical solutions through vendor knowledge bases, documentation, and support portals.
- Communicate directly with software vendors when advanced technical support is required.
- Document all customer interactions, troubleshooting steps, and resolutions in the support system.
- Maintain accurate records of support tickets, escalations, and customer feedback.
- Monitor recurring issues and report them to the management team to improve service quality.
- Assist in identifying customers' technical needs and provide recommendations for optimal system usage.
- Support internal IT operations by identifying hardware and software requirements.
- Coordinate the procurement of required IT equipment and software licenses.
- Maintain and update the company's IT asset inventory, including hardware, software, and licenses.
- Collaborate with Sales and Account Management teams to ensure a seamless customer experience.
- Ensure compliance with company support procedures and service standards.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 3 years of experience in Technical Customer Support, IT Support, or Technical Services.
- Strong knowledge of Windows and macOS operating systems.
- Good understanding of basic networking concepts (TCP/IP, DNS, LAN/WAN, Wi-Fi).
- Experience troubleshooting software installation and licensing issues.
- Ability to explain technical concepts clearly to non-technical users.
- Strong analytical and problem-solving skills.
- Excellent communication and customer service skills.
- English proficiency: B1 level or above.
- Experience using remote support tools (TeamViewer, AnyDesk, Remote Desktop, etc.) is a plus.
- Experience with ticketing/helpdesk systems is a plus.
- Knowledge of Autodesk products or similar engineering software is an advantage.
- IT certifications (such as CompTIA A+, Network+, Microsoft, or similar) are a plus.
- Strong organizational skills with excellent attention to detail.
- Ability to prioritize tasks, manage multiple support requests, and work under pressure.
- Team player with the ability to work independently when needed.
- Proficiency in Microsoft Office applications and general IT administration tasks.