Technical Support Engineer

Apr 18, 2014
May 18, 2014
. .
Full Time
The Technical Support Engineer delivers technical support through phone, email and/or remote diagnosis to customers including installation, repair and preventative maintenance for Geomagic Solutions software. He/she optimizes system performance to minimize equipment downtime and ensures maximum overall customer satisfaction.

Employ a high level of interpersonal and communication skills to defuse customer frustration and move toward a solution
Identify the degree of customer’s technical knowledge and adjust problem solving communications accordingly. Escalate complex problems as necessary
Deliver quality technical resolutions in a timely manner by interpreting customer problems; utilize resources for research, and applying solutions in accordance with established guidelines and procedures
Interact with other internal groups and experts to seek answers for customer problems
Achieve and maintain to a performance standard, including but not limited to; average handle times, quality of service and customer satisfaction
Log all incoming correspondence and accurately create case notes in a ticket tracking database
Create content for self-help customer facing online Support Center. This will include knowledge base, website, file uploads, help documentation, and video creation
Verify customer bugs and test resolutions and updates
Must continuously adapt personal knowledge base to a wide range of ever changing products
Training experience and development of curriculum a plus
Perform other duties as assigned
Education & Training - Four year technical degree or equivalent work experience.

Experience - 12 months of experience in a Customer Technical Support position or a similar customer-facing position.

Knowledge, Skills & Abilities:

Friendly and customer focused attitude and excellent relationship building skills.
Working knowledge of 3D CAD systems, industrial design, inspection methodologies and surfacing tools.
Working knowledge of 3D imaging / scanning technologies is desirable.
General PC troubleshooting skills, knowledge of Windows operating systems, and familiarity with basic networking.
Ability to multi task effectively in a fast paced environment.
Help desk and/or customer service experience.
Possess superior organizational and writing skills.
Speak and write fluently in English. Fluency in other languages is a plus.

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