Hilti customers, contractors, and designers need assistance adopting Hilti software solutions within their BIM workflows, requiring resolution of technical issues and proactive engagement to drive adoption and gather feedback for future software development.
Requirements
- Knowledge of computer and network systems, with experience in Autodesk software platforms
- Proficient in Microsoft Office and social media tools
- Monitor software developments by Autodesk to ensure Hilti understands the anticipated changes to the software platforms being used by our customers
- Follow industry trends as related to the BIM construction workflows from design to construction to owner handover
Responsibilities
- Answer and resolve customer issues reported through phone, chat, web, online forums, and other social media
- Document customer issues and compile the resolutions into an FAQ for use by Hilti technical services field teams
- Escalate unresolved issues to global software applications team for resolution through formal ticket process
- Document and share customer experiences and issues with Software Product Management team for future software enhancements and development
- Develop and deliver webinars
- Develop e-support content for website posting to assist customers with resolving common issues through self-service
- Write and publish technical articles to help create awareness of the Hilti solutions to the market
Other
- Bilingual English-Spanish, preferred
- Strong team orientation
- Good communication skills
- Technical Support or Customer Service experience preferred
- Bachelor’s Degree or equivalent experience in related industry required
