Support Specialist - Grand Rapids, United States - Configura Sverige AB
Description
** Support Specialist**
Customer Success
Grand Rapids, United States
** Support Specialist**
** Job description**
Configura works with parametric configuration. We develop rules-based software to draw spaces in 2D and 3D for leading companies within the commercial furniture, kitchen, and material handling industries. In the background, prices and configurations are automatically calculated. We are a global company with customers in 10 countries and users in more than 100. Configura is headquartered in Linkping (Sweden) with six wholly owned subsidiaries in Grand Rapids (Michigan, USA), Kuala Lumpur (Malaysia), Shenzhen (China), Berlin (Germany), and Japan (Tokyo). Our unique expertise places us at the forefront of Space Planning and Configuration solutions. With more than 250 professionals we are now ready to take on unique challenges anywhere in the world.
At Configura we aim high, our vision is to become the leading solution provider for communities that design spaces. Our solutions are made for the design of buildings and everything within and around them. We provide an open ecosystem for companies that sell highly configurable products. To do this, we always engage with simplicity and deliver with power.
**What We Offer You**
An environment for you to thrive in supporting our partners while working with a collaborative global team Our team members are passionate about innovation and collaboration. We strive to improve so that we can better support our clients.
**What Will You Be Doing**
Explore, learn, and strive to develop a good understanding of the CET software ecosystem.
Provide top-quality, friendly, professional, helpful, and insightful support to end users.
Provide support to users through phone, chat and email
Log and follow up on tickets in Jira ticket system
Formulate solutions and creative workarounds to end users problems when required.
Provide suggestions on how tools, extensions and shortcuts can be used by end users to simplify and improve their workflow.
Actively monitor and gather feedback, complaints and common-problems and share them with the team using recommended channels.
** Job requirements**
**Who We Believe You Are**
A **Support Specialist** is expected to have a good understanding of the CET software ecosystem, as well as the structures, strategies, practices, and processes within the CET support function. A **Support Specialist** is expected to provide friendly, professional, helpful, and insightful support to end users with the understanding that Support is a critical to providing an exceptional Customer Experience. A Support Specialist strives to formulate solutions and creative workarounds when required.
SKILLS & REQUIREMENTS:
Ability to troubleshoot both hardware and software related issues
Exceptional written and verbal communication skills
Excellent customer service attitude with attention to detail
Technical background necessary: knowledge of Windows 8 and 10 operating systems
Knowledge and understanding of computer hardware
Basic knowledge of Windows networking as it applies to application and troubleshooting through company networks
Must be able to work from 8 AM to 5 PM Monday-Friday and have some availability to work 11 AM to 8 PM