Technical Customer Support Specialist - Lafayette, United States - Simpson Strong-Tie

Description

Simpson Strong-Tie is a leader in engineered structural connectors, software, and solutions for the building industry. We maintain a reputation as a trusted manufacturer, partner, and corporate citizen committed to our customers and employees.

Our founder, Barc Simpson established 9 Principles of Business we live out as company values and have made Simpson Strong-Tie an inspiring place to work since 1956. Our team of talented people are dedicated to our shared mission: to provide solutions that help people design and build safer, stronger structures.

Learn about our company culture directly from our team.

YOU

As a Technical Customer Support Specialist, you will be responsible for supporting internal and external customers' software support needs for pipeline LBM. You will collaborate and drive for results to deliver a best-in-class customer experience. In this role you will have the opportunity to work with internal teams and customers to improve the end user experience and provide solutions.

WHAT YOU'LL BE DOING(% of Time)

Enhance customer experience by providing technical support for Simpson Strong-Tie Building Technology software. This will be done by responding quickly to and providing solutions for customers' technical software inquiries via phone and email. This requires a deep understanding of the software as well as our customers' business requirements, needs, and pain points. Candidate must be able to analyze customer-provided information and translate into actionable technological solutions while effectively managing a queue of new and open support cases. If a solution cannot be determined, the representative is responsible for adhering to escalation protocols. (70%)

Act as liaison between customers and our software product and development teams by serving as subject matter expert and communicating customer-submitted software requests, including enhancements and defects. This requires deep product understanding and exceptional communication skills. (20%)

Assist internal teams in testing new software improvements, ensuring alignment against customer needs. As software improvements are rolled out, you will work with customers on deployment, as needed, and confirming the deployed solutions meet our customers' needs and expectations. (10%)

DESIRED SKILLS AND EXPERIENCE

If you can do everything listed above, you've got what it takes. Perhaps some of the following would be helpful too:

• Associate or bachelor's degree and/or Architectural Technology, Estimating, Construction Management, Civil Engineering Technology or Engineering Design/Drafting Diploma preferred.
• 5+ years' experience supporting deployed software and/or SaaS in a "helpdesk" environment preferred.
• 5+ years' experience in construction industry, building material or related field preferred.
• 5+ years' experience estimating building materials for residential projects preferred.
• Demonstrated ability to understand and apply leadership strategies to positively impact team cohesiveness and performance.
• Experience with production home builders and options management preferred.
• Experience working with LBM estimating and back-office software such as PlanSwift, BisTrack, Sage, Spruce, QuickBooks preferred.
• Adequate general knowledge of residential building codes and standards.
• Analysis/Reasoning: Process oriented with deep analytical skills. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Process Management: Ability to manage a repeatable process to improve the outcome of the product.
• Action Oriented: Ability to willingly take practical action to deal with a problem or situation in a timely manner.
• Perseverance: Ability to do something despite difficulty or delay in achieving success.
• Delegation: Ability to effectively entrust responsivities to others.
• Computer/Software: Ability to utilize Microsoft Office suite and basic understanding of computer networking, along with hardware and software troubleshooting. Experience in Salesforce Service Cloud, JIRA/Confluence, LogMeIn Rescue, Cisco Finesse is highly desirable.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is frequently required to sit, talk, and hear, and sometimes walk and stand. While performing the duties of this job, the employee may occasionally push or lift to 25 lbs.

WORK ENVIRONMENT

This job operates in a professional office environment where standard office equipment such as computers, phones, printers/scanners, etc. are frequently used.

Travel

This position requires domestic and international travel up to 5% of the time.

Work Status & Location

This full-time, exempt position is located in Lafayette, IN and open to remote.

Relocation

Relocation is not available for this position.

Pay

$58, $75,900.00 / year

Posted pay range is based upon national average and may vary depending on geographical work location.

#LI-REMOTE

REWARDS AT SIMPSON STRONG-TIE

We recognize and reward employees with a carefully designed and comprehensive rewards package, including competitive compensation, quarterly bonuses or commission and first-rate benefits. May exclude some positions, such as seasonal jobs.

• Quarterly Bonuses/Commission:You will be eligible for either a bonus or commission, paid on a quarterly basis. We believe all employees affect customers, sales and revenue - directly or indirectly - and should be rewarded by sharing the company profits.
• Benefits: We provide a wide range of benefits for eligible full-time employees including: medical, dental, vision, retirement contributions, employee stock purchase and bonus plans, pay for holidays, vacation, sick days, funerals and jury duty, years of service awards, employee discounts, employee referral bonuses, charitable contribution matching, education reimbursement and more. View benefit plan details here:

In keeping with the Company's commitment to the communities in which it does business, we are an equal opportunity employer. This means that to the fullest extent required by local law, employment decisions are based on merit and business needs and not on race, color, citizenship status, national origin, ancestry, sex, gender (which state law may define to include gender identity/expression, transgender identity, pregnancy, childbirth or related medical condition, and gender stereotyping), sexual orientation, age, religion, creed, physical or mental disability, genetic information, medical condition, covered marital status, protected veteran status, or any other basis protected by applicable law.

Please note all job offers are contingent upon a successful background investigation and drug test. Simpson Strong-Tie's drug policy is based upon Federal Law, and therefore will screen applicants for amphetamines, including methamphetamines, cocaine, phencyclidine, opiates, and marijuana. Where applicable, drug testing for marijuana may be modified to conform with state and local laws.

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