1st Line Customer Support Engineer - Remote

Overview

This role involves assisting customers in using software packages for the construction of windows, doors, and facades, ensuring customer satisfaction and efficient handling of requests.

In Short

• Serve as the first point of contact for customer issues related to software.
• Respond to customer queries via email, Zendesk, or phone.
• Guide users to resolve issues after identifying them.
• Analyze reported issues and determine appropriate actions.
• Escalate unresolved problems to the 2nd Line Support team.
• Update the ticketing system with call progress and notes.
• Monitor and track the progress of open tickets.
• Assist customers with installation and license updates.
• Provide help on software usage.

Requirements

• Significant experience in the fenestration industry.
• Good analytical skills for issue resolution.
• Strong communication capabilities.
• Able to work independently.
• Familiarity with technical software.
• Written English proficiency is essential.

Benefits

• Opportunity to work in a dynamic environment.
• Engagement with a diverse set of customers.
• Professional development opportunities.