Technical Customer Support Specialist - ICS/Truss (Open to Remote)
Company: Simpson Strong-Tie
Location: Lafayette
Posted on: May 5, 2024
Job 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.YOUAs a Technical Customer Support
Specialist, you will be responsible for software support of
applications created by Simpson Strong-Tie. This includes support
for configuration, documentation, installation, upgrades and
troubleshooting across a wide array of software applications.You
will act as a liaison between customers and our software product
and development teams by collaborating, as a subject matter expert,
to bridge various parties. Translate end-user specifications and
issues into actionable technical requirements for our software and
development teams. Collaborate to further enhance the system to
meet the needs of our customers today and in the future. Support
internal teams in testing new features and software improvements,
ensuring alignment with customer needs.WHAT YOU'LL BE DOING(% of
Time)Exhibit strong customer focus by providing technical expertise
through multiple intake paths. Exhibit quality decision making and
drive for results by removing barriers for the customers. Resolve
complex customer complaints, researching to provide solutions,
while maintaining a positive and solutions-oriented demeanor.
Troubleshoot reported issues with host environments for network,
performance, and configuration settings that are out of line with
software requirements. Proactively evaluate, troubleshoot, and
follow-up on customer issues. Maintain sound records and
documentation to aid in streamlining the customer experience,
escalating when necessary. Utilize customer management tools
diligently to track customer interactions and assist in the
delivery of a quality customer experience. (50%)Assist in
translating expert knowledge of the software into usable content
for the different public facing help channels used to support our
customers. (20%)Maintain thorough knowledge of Simpson Strong-Tie
Builder software products, features and releases by participating
in trainings, team meetings and reviewing videos and other
documentation. (20%)Support the customer in the deployment of
enhancements, validating the solutions are deployed and meet
customer requirements. (10%)DESIRED SKILLS AND EXPERIENCEIf you can
do everything listed above, you've got what it takes. Perhaps some
of the following would be helpful too:
- Bachelor's Degree in a related field, engineering or another
technology-focused field, or equivalent experience required.
Autodesk software certification preferred.
- 3 plus years' experience using Autodesk software products such
as (AutoCAD, Architecture, Revit).
- Revit experience, design experience, and construction industry
knowledge preferred.
- Communication: Ability to write in a clear, concise, organized,
and convincing manner for the intended audience. Ability to
effectively present information to groups of managers, team members
and customers.
- Problem Solving: Ability to identify the information needed to
solve problems effectively.
- Composure: Ability to stay calm and in control in tense or
frustrating situations.
- Customer Focus: Ability to cultivate relationships that secure
commitment and trust with external and internal customer
needs.
- Time Management: Ability to organize and plan the division of
one's own time between specific activities.
- Action Oriented: Ability to willingly take practical action to
deal with a problem or situation in a timely manner.
- Organization: Ability to arrange resources to get things done;
can orchestrate multiple activities at once to accomplish a goal;
uses resources effectively and efficiently; arranges information
and files in a useful manner.
- Presentation Skills: Ability to deliver effective and engaging
presentations of technical content to our customers to help them
better understand the subject matter at hand.
- Fundamental understanding of computer operating systems and
their environments.PHYSICAL REQUIREMENTS AND WORK ENVIRONMENTThe
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
REQUIREMENTSWhile 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 25 lbs.WORK ENVIRONMENTThis job
operates in a professional office environment where standard office
equipment such as computers, phones, printers/scanners, etc. are
frequently used.TravelThis position requires domestic and
international travel up to 5% of the time.Work Status &
LocationThis full-time, exempt position is located in the US and is
open to remote.RelocationRelocation is not available for this
position.Pay$63,500 - $82,500 / year* Posted pay range is based
upon national average and may vary depending on geographical work
location.#LI-REMOTEREWARDS AT SIMPSON STRONG-TIEWe 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.#NowHiring #GetHired #Hiring
#HiringNow
Keywords: Simpson Strong-Tie, Carmel , Technical Customer Support Specialist - ICS/Truss (Open to Remote), IT / Software / Systems , Lafayette, Indiana
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