Hybrid Technical Support Specialist (CAD software, Customer Success) Technical Support Specialist (CAD software, Customer Success)

We are seeking curious and creative critical thinkers that like to solve problems. Do you tinker with gadgets and design tools on your free time? Do you like to take things apart or build things? You will be part of an international support team helping Lighting Designers, Architects and Landscape Architects around the globe master our CAD software. Once you are acquainted with our product suite and processes you will take customer cases, log into support queues, do research, and collaborate across teams at Vectorworks daily. You will have the opportunity to test new product features and create learning content.
During this role you will:

• Provide help desk tier 1 and tier 2 support to end users on a variety of issues.
• Identify, research, and resolve end users' technical problems.
• Respond to telephone calls, emails, and other requests for technical support.
• Deliver online training to end users and offices.
• Assist in creating content for different marketing materials, illustrations, videos, etc.
• Tavel up to 5% of the time to support Vectorworks at industry and customer events.

Here is what success looks like:

• Having a technical inclination.
• Being learning agile and having the ability to dive deep into a subject.
• Coming up with creative solutions and workarounds.
• Prior experience with Vectorworks CAD software or other 3D modeling tools such as Sketchup, Rhino3D, AutoCAD, SOLIDWORKS, Bluebeam, MicroStation, ArcGIS etc.
• Documenting procedures, creating learning content, and implementing new systems.
• Being good with people and understand the potential challenges of working in a customer service environment.
• 1 year+ experience working in a call center or technical support environment resolving customer calls.

Prior experience and exposure to Vectorworks products is a plus.
Who We AreVectorworks Inc. is a global design software company targeting entertainment, architecture and landscape industries with enterprising and intuitive solutions that allow users to create without limits. Our Core Values Our values define our fundamental beliefs as a company to guarantee that our employees and customers alike are celebrated for not just their abilities but who they are as individuals. Inclusion – Collaboration – Balance – Innovation Click here to learn more about how we live out our values. Check out our Glassdoor page to learn more about life at Vectorworks. Benefits:

• 15 days of Paid Time Off (PTO) per year. At 5 years of employment this goes up to 20 days of PTO
• 9 paid holidays and a holiday break for non-essential employees in December
• 3 days of Volunteer Time Off
• 3 days of Summertime Leave
• 3.5% employer 401k contribution matching
• 4 weeks of paid Parental Leave
• Medical, Dental, Vision
• Short/Long term disability
• Pet insurance
• Tuition re-imbursement up to $5,250 per year
• Employee discount programs

Vectorworks Inc. is an Equal Opportunity/Affirmative Action Employer NOTE: Women and minorities are less likely to apply to jobs if they do not feel they fit the job description in totality. Each individual has a unique combination of skills. If you do not check all the boxes, we still encourage you to apply.

Desired Skills and Experience

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