VanderHouwen
Location
Eden Prairie, MN | United States
Job description
SketchUp Technical Support
Our client is looking for SketchUp Technical Support for their team.
This position is 100% remote to candidates within Central or Mountain Time Zones.
SketchUp Technical Support 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 customers 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.
SketchUp Technical Support Qualifications
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.
Compensation: $16-$18/hr. (DOE)
Benefits
Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.
About VanderHouwen
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.
VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.
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