Customer Technical Support

Title: Customer Technical Support

Location: Remote US

Job Description:

Company Description:

InEight is a leader in construction project controls software, empowering over 850 companies taking on challenging projects in industries including construction and engineering; transportation infrastructure; mining; water; power and renewables; and oil, gas and chemical. Uniquely suited to capital construction and other complex work, our integrated modular software manages projects with over $1 trillion globally. 

Based in Scottsdale, Arizona, InEight supports a remote work model with employees working throughout the United States, Canada, Australia, Sri Lanka and Europe. InEight, an ISO 9001:2015-registered company, is a subsidiary of Kiewit Corporation (Kiewit). Kiewit, through its subsidiaries, is one of North America's largest and most respected construction and engineering organizations. 

InEight is a fast-paced, innovative company comprised of high-energy teams of self-starters playing integral roles in shaping the future of capital projects around the world. Our industry-leading solutions, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success. 

We offer our fulltime employees a comprehensive benefits package that's among the best in our industry, including top-tier medical, dental and vision plans covering eligible employees and dependents, voluntary wellness and employee assistance programs, life insurance, disability, retirement plans with matching, and generous paid time off. 

Position Summary:

The Customer Product Support position provides a great opportunity to become a product expert while providing support to our customers.  Duties include taking inbound calls, providing functional support, troubleshooting, case management and providing overall support for InEight’s product software suite. The customers who work with you will end up as raving fans, because of your capability and your empathy. You’ll have a proven processes to guide you, along with the guidance of your peers and other industry professionals when you need it, and autonomy to make decisions on your own.

This role supports a FedRAMP authorized environment and handles sensitive data subject to agency-specific security and compliance regulations.  As a result, candidates must be a U.S. Person, further defined as a U.S. Citizen. 

*This is a remote position. 

Job Responsibilities:

• Gather complete information from customers, document steps taken, researches the knowledgebase for known solutions, isolates cause and takes restorative actions while minimizing disruption to the customer's business operation.
• Acquire and maintain a strong functional working knowledge of InEight’s core products, with emphasis on the customer support aspect.
• Have the ability to walk customers through complex construction workflows specific to capital projects and other construction related projects.
• Provide functional support with project estimates and budget controls.
• Monitor and respond to customers inquires through InEight’s ticketing system in a timely manner.
• Act with an appropriate sense of urgency and follows up with customers to ensure issues are resolved to the customer's satisfaction.
• Facilitate remote meetings with customers and/or internal resources for troubleshooting and information gathering when necessary.
• Ability to adhere to customer SLA’s and escalate as needed.
• Will be required to participate in the on-call rotation, 1 week every 2 months 24/7 support.

Requirements:

• At least one year of prior software application developement or support and troubleshooting experience required
• Must be a U.S. Person, further defined as a U.S. Citizen
• Experience with Microsoft Office Suite of products and operating systems, experience with Excel Macro preferred
• Experience using Bluebeam and Adobe preferred
• Understanding and application of API integrations preferred
• Bug tracking experience required, Azure DevOps preferred
• Case tracking experience required, Service Now preferred
• Customer communication via phone and/or video required
• SaaS trouble shooting experience is ideal
• Deductive logic, complex problem solving and excellent trouble shooting skills­­­­­­­­­­­­­
• Self-directed, able to prioritize and effectively handle many incidents at a time
• Exceptional customer service, organizational, and time management skills
• Excellent written and verbal communication skills
• A positive, willing and able attitude