Specialist, Customer Support

At Bluebeam, we empower people to advance the way the world is built. We create smart software solutions that make construction sites more efficient, connected and safe and improve the lives of design and construction professionals everywhere.

Customer Support Representatives direct customers to the appropriate product or licensing model via inbound calls and emails, route inbound emails and calls to appropriate teams, create quotes with adherence to sales and pricing policies, accept credit card orders over the phones, identify and create leads for Account Development, facilitate unique legal and financial requests, and assist with miscellaneous account-related inquiries to enable future purchases or resolve issues.

About the Role

• Responds to incoming customer orders, products, and account inquiries, approx. 50% phone and 50% email, and direct to more appropriate channels as needed.
• Creates quotes and reviews created quotes for accuracy.
• Accepts credit card purchases over the phone and accurately fulfills orders.
• Reviews purchase orders for adherence to sales and pricing policies and ensures that appropriate documentation and approvals are provided prior to fulfillment.
• Collaborates with other departments as needed to assist customers with unique accounts or purchasing needs.
• Self-manages a variable workload and responds to all inquiries within 24 hours.
• Serves as first line of escalation for issues with internal partners and external customers.
• Identifies opportunities for workflow/policy/process improvements and represent OM in testing/feedback or other collaborative opportunities.

About You

• One year customer service and/or administrative/billing position.
• Interpersonal communication: Exemplary verbal and written communication skills and strong listening/reading skills.
• Organizational and time management skills – able to prioritize and task switch while maintaining 24-hour turnaround.
• Customer service mindset.
• Competent with numbers: able to estimate/understand relationships or patterns and identify discrepancies or red flags.
• Efficiency: ability to produce with minimal wasted effort while maintaining high quality.
• Professional maturity and self-management of workload that can vary by day, season, etc.
• Desire to work collaboratively within a team and proactively assist outside of normal duties.
• Growth mindset and flexibility.
• Proactive willingness to assist with more challenging situations and escalated cases.

Extras:

• Typically have one-year minimum experience in Coordinator-level role and have demonstrated mastery of all duties and skills
• BS/BA degree
• Salesforce experience (CRM, CPQ, Billing)
• Netsuite experience

What we offer

• People-focused, entrepreneurial culture with the backing of a stable, global, corporate entity – Nemetschek
• Competitive compensation and benefits package
  • 100% paid medical premiums for employees, 80% paid for dependents
  • Fully vested 401K right from the day you start
  • Generous PTO, including sick/mental health & volunteer days
  • Free & unlimited access to BetterUp Care, a well-being platform
• Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
• Opportunity for continuous professional development
  • Free & unlimited access to LinkedIn Learning 
  • Up to $5K annual education reimbursement (after 1 year tenure)

Below is our DEIBA (Diversity, Equity, Inclusion, Belonging, and Accessibility) mission statement:

Bluebeam is committed to building an inclusive environment in which everyone, regardless of background, has an opportunity to experience a deep sense of belonging. Each of our unique perspectives amplifies our collective power, and by encouraging diverse perspectives in an environment infused with mutual respect, we arrive at better solutions. And when we bring the best version of ourselves to work, we can make our best contributions to the global community of people who build our world.​

About Bluebeam

The construction industry is adopting new technology at a feverish pace. Tablets and cell phones are replacing paper blueprints, drones are surveying jobsites in 3D, and cloud collaboration is changing the way teams work together. Bluebeam plays a crucial role in this transformation. The key to our success is a customer-focused approach to product development: we work with the industry to create solutions for the industry. Today, over 3 million people throughout the world use Bluebeam. In the US, we’re a critical partner for the majority of top AEC firms, and rapidly expanding our presence globally, with offices in Sweden, Germany and the UK.

Come design and build your future with us!

Bluebeam is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

Base pay offered will depend upon qualifications and other operational considerations. Base pay is one part of Bluebeam’s Total Rewards program, which seeks to compensate and recognize employees for their work. Most sales positions are eligible for commission under the terms of an applicable commission plan, while most non-sales position are eligible for a bonus under the terms of an applicable bonus plan. Additionally, Bluebeam provides best in class benefits, with 100% employee covered health and welfare benefits and paid time off.  Bluebeam is a growing company with many opportunities. If this role and/or pay range is not an exact fit, we still encourage you to apply.

The base pay range for this position is: $46,500 - $55,700

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