Technical Support - Jobs in Montréal, QC

Job Description

About Graitec Group: Founded in 1986, Graitec is a global leading Building Information Modeling (BIM) provider helping its architectural, engineering,construction, and manufacturing customers to CREATE, SIMULATE, FABRICATE and MANAGE all the data of their projects.The company is driving growth through 3 highly complementary activities:ü Value Added Reseller of Autodesk solutionsü Software Editor of a suite of products complementary to Autodesk solutions for the construction industryü Services since Graitec is providing training, consulting and support on top of the products with a consistent focus on customersatisfaction.Experts & Talents from all over the world.Our team is made of more than 500 outstanding talents, distributed across our 50 offices in 13 different countries, enabling us to meetour customer needs around the globe.The team is known for its accountability, agility and customer centricity as well as indeed for its ambition for both business growth &for sure impactful innovations with more than 25% of our teams in Research & Development.Strengthening our international leadership position.We are honored to serve more than 100 000 customers worldwide to achieve more thanks to our technologies and to rank in Top 5largest Autodesk Partner worldwide.Our ambition is to double our business in the coming few years as we just did in the last 4 years thanks to both organic growth &acquisition. This is why we are investing heavily on our upcoming transformation & reinforcing ongoing our teams globallyAbout the Team Hiring: You will be working with a great team of technical staff based in Canada and United-States, we globally have the ability to pull upon the expertise of very highly knowledgeable people. Its a benefit, and will help you firstly settle into your role, but more importantly help you with your personal development.Overview: The Technical Support Specialist will be responsible for management of incoming customer support calls which will include licencingand product usage support. The successful candidate will also provide internal support to Graitec staff.Our ideal candidate is an energetic, tech savvy and customer-focused professional with an engaging personality and excellentcommunication skills no matter where the customer conversation takes place. They can look past symptoms to determine root cause,make timely decisions on problems/issues requiring immediate attention, and take responsibility for their own performance andactions.Graitec’s transition from local support to global will give the role a great opportunity to expand into other market areas. This positionrepresents a great opportunity for the successful candidate to further their career with full hands-on training provided in all aspects ofthe role.Key Responsibilities*Answering and fielding all support requests

• Escalation of high priority/specialist issues using Graitec’s helpdesk system
• Respond to support requests via multiple channels and following documented processes.
• Document support interactions in a company-wide case management system.
• Escalate unresolved issues to senior staff as required.
• Assess personal backlog of support requests.
• Engage with Graitec support team
• Assisting clients in installing and licensing Autodesk products
• Working with Autodesk and Graitec’s Network license managers
• Assigning and managing licenses for Graitec and other 3rd party products.
• Working in partnership with the sales team on specific customer technical needs
• Working with other countries to support international customers

We are looking for talents that will enjoy, live and accelerate our culture At Graitec, We work together locally & globally with an Entrepreneurial mindset. As entrepreneurs, we are focused on achieving our vision and do not easily get distracted along the way. We believe in our products and services and that we are on a path to solve a real problem for our target customers & the overall industry. We are thoughtful on our investments and lead ethically to maximize the company opportunity. To better understand them, we want to represent the diversity of our customers around the globe & we are breaking our own siloes to better serve them. To make this culture a reality, we rally our teams around shared cultural attributes we expect the full team to role model in order to realize our mission : · The way we work : Growth, Agility, Innovation and Responsibility · The way we behave: Ambition, Engagement, One Graitec, Positive EnergyKey Success Indicators:

• Maintaining excellent feedback from support calls (80% or above)
• Technical content: Developing common issue documents/articles that can be shared with customers and internally
• Completion of ongoing learning with the Autodesk ALC portal
• Ambassador mindset and behavior (e.g., #leads transferred to and subsequently won by Account Managers, discussions engaged

to uncover opportunities, emphasis on new versions, emphasis on cross-selling)

• Being a ‘team player’ with the wider Graitec support community

Responsibilities:

• What you must have done already:

o Experience in working in a similar roleo Experience in customer serviceo Knowledge of Autodesk Ecosystemo Be fluent in French and Englisho DEP in Architectural Drafting or equivalent technical degree*What is nice to have done already:o Experience in using Dynamics CRMQualifications:

• Excellent interpersonal skills, including, telephone and written communication skills.
• Professionalism, personal integrity, and reliability
• A positive ‘hands-on’ work ethic
• Initiative and enthusiasm guided by mature sense of judgement
• An adaptable and flexible team playe

Interview Process: We are looking for talents that will enjoy, live and accelerate our culture and valuesAt Graitec, We work together locally & globally with an Entrepreneurial mindset. As entrepreneurs, we are focused on achieving ourvision and do not easily get distracted along the way. We believe in our products and services and that we are on a path to solve areal problem for our target customers & the overall industry. We are thoughtful on our investments and lead ethically to maximize thecompany opportunity. To better understand them, we want to represent the diversity of our customers around the globe & we arebreaking our own siloes to better serve them.To make this culture a reality, we rally our teams around our cultural attributes: Agility, Growth, Trust, Inclusion and our values:Engagement, Collaboration, Innovation, PassionAt Graitec, we’re proud to be committed to diversity and inclusion in the workplace. We value our employees for the individuals they are and the contributions they can bring to our teams by bringing their authentic self at work. This resonates with the large variety of customers & markets we operate in and is part of our success story. As such, we welcome applications from all backgrounds and will not make any assessment into the application process other than candidates’ skills and capabilities to succeed in role.*To apply – Please send you application & CV to

• Screening/Get to know discussion
• Hiring Manager
• Peer of hiring manager or key stakeholder to the role from another organization
• Business Unit leader
• HR (if applicable, mandatory for all people manager roles)

Location: 2030,boul. Pie-IX, Montréal, QCJob Type: Full-timeQuick Apply

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