Technical Support Specialist

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.

The Technical Support Specialist, a mid-level software support position, is expected to assist Bluebeam customers via telephone and email who are having technical challenges installing, configuring and using our products. It is essential that the Technical Support Specialist partner with the customer at a professional level, provide effective resources or solutions within a reasonable amount of time, and contribute regularly to the general improvement of the team and the customer experience.

About the Role

• Masters the Bluebeam voice to deliver an extraordinary experience to customers by answering telephone calls and emails, managing expectations and setting boundaries.
• Researches questions troubleshoot issues related to the use of Bluebeam software applications, including plugins into other software applications.
• Captures detailed call log notes and accurate case details to categorize issue types and case reasons appropriately, including feedback and case status/solution.
• Becomes familiar with AEC industry workflows and terminology, software best practices and 3rd party applications to manage expectations and advise customers on software workflows and best practices, helping them achieve the desired result with Bluebeam solutions.
• Learns and applies KCS Methodologies for each customer interaction by attaching, creating or updating knowledge articles on all cases.
• Demonstrates strong prioritization, time and task management skills to manage the daily workload that involves scheduled phone queue coverage, email cases, KCS documentation, bug logging and other tasks as assigned.
• Demonstrates professional maturity, accountability, take initiative and be consistently reliable.
• Acts as an advocate for the customer and effectively communicate feedback to and from the members of different internal teams in a clear and concise manner.

About You

• 2+ years of technical support experience
• Strong troubleshooting/problem solving skills: Ability to understand the question/issue, identify knowns, unknowns and apply product and environmental (e.g. Windows Operating System) knowledge to ask qualifying questions to determine appropriate troubleshooting steps to move towards and achieve resolution.
• Customer service skills. Bluebeam has exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role will like to work with others and will help them solve problems with a positive attitude and helpful spirit.
• Solid understanding of Microsoft Windows operating systems (Windows 10, 11) i.e. installing and uninstalling programs and drivers
• A positive and proactive nature.
• Excellent communication skills, both written and verbal

Extras:

• A+ or Microsoft IT Certification (i.e. MTA)
• Experience with PDF software
• Experience with architectural or structural programs such as AutoCAD, Revit, Navisworks, Tekla or SolidWorks
• Experience working within the AEC (Architectural, Engineering, and Construction) industry
• Experience working with mobile platforms
• Experience working with virtual environments (i.e. Citrix, VMware, Hyper-V)
• Experience in setting up and utilizing software deployment tools
• Experience with Knowledge Centered Service (KCS) is a plus

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: $55,300 - $66,200

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