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Customer Support Specialist

Customer Support Specialist

Nemetschek GroupShimoga, IN
8 hours ago
Job description

YOUR ROLE : A chance to make the difference.

  • Provide Level 1 technical support for ALLPLAN product portfolio via phone, E-Mail, and

ticketing systems.

  • Troubleshoot and resolve basic to intermediate issues related to ALLPLAN functionality,

    • installation, and configuration.

  • Guide users through diagnostic procedures and provide clear, step-by-step solutions.
  • Document support cases in CRM systems (e.g., Salesforce, HubSpot) to maintain a

    • comprehensive knowledge base.

  • Collaborate with Level 2 / 3 support and product teams for issue escalation and

    • resolution.

  • Participate in onboarding sessions and product walkthroughs for new users.
  • Stay updated with the latest ALLPLAN features, updates, and industry best practices
  • Helping with the installation, configuration, and updating of our software products is a

    • plus

    WHO ARE WE LOOKING FOR :

  • Bachelor’s degree in Civil Engineering, or related field.
  • 3-5 years of experience in technical support or a similar customer-facing role.
  • Knowledge of Building Information Modelling (BIM) and its workflows, future demands

    • / standards are important.

  • Hands on experience using 2D and / or 3D CAD drafting applications such as ALLPLAN,

    • Autodesk Revit, and / or SDS2, Tekla.

  • Basic scripting knowledge (e.g. Python, Rhino, Grasshopper, Dynamo) is a plus.
  • Initial experience in IT support or CAD construction software such as Bluebeam,

    • BIMPLUS, Autodesk Construction Cloud, ProjectWise applications is an advantage

  • Strong communication skills, customer orientation, and solution-driven work approach
  • Experience with support tools like JIRA, Zendesk, or Freshdesk.
  • Familiarity with remote support tools and screen-sharing platforms.

    • GOOD TO HAVE

  • Have an open and communicative personality, enjoy working with customers, and are a

    • team player.

  • Problem solving skills and the ability to make the complicated look and feel simple.
  • Customer orientation and solution-driven work approach
  • Ability to manage multiple tasks in a fast-paced environment
  • Detail-oriented with a focus on delivering high-quality support
  • Excellent verbal and written communication skills in English
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    Customer Support Specialist • Shimoga, IN