Technical Support

United Kingdom
- Totton
- Technical
- Regular Full-Time
- 1550

**Job Description**:
**About Graitec Group**
**GRAITEC Group Company is a **global Software editor leading Building Information Modeling (BIM) solutions** and helping its architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes to improve performance and build a sustainable tomorrow.**

**Ambitious and fast**-**growing environment**:We see ourselves as a 30 years old startup, having doubled our revenue in the last 3 years again thanks to both organic and inorganic growth and targeting 500m€ revenue in 2024 (join us to make it happen).
- We strongly believe that this growth will continue since the market is only at the beginning of its digitization.

**Experts & Talents with strong **culture**:Our team is made of more than 700 outstanding talents with a strong management team to execute our mission.

**A true international group**:Graitec serves more than 200 000 customers worldwide with +50 offices in 13 different countries, enabling us to meet our customer needs around the globe

**A market leader**:we are one of the largest AUTODESK Platinum partners and the only one operating at worldwide scale with an equal split of the business between Europe and North America, enabling Autodesk solutions thanks to our own GRAITEC Softwares

**Strong Products serving the construction & manufacturing industries**:Through Autodesk products Add-ons like PowerPack to more complex solutions to enable simulation, fabrication & management of our customers projects, GRAITEC is proud of its 150+ developers innovating each day to accelerate our customers performance.

We are driven to hire the best people, with diverse experiences, and provide them with the resources that empower them to achieve their full potential. This ultimately enables our organization to provide the very best customer experience and solutions that help our customers navigate and implement technologies and services that prepare them for sustainable growth.

**About the Team Hiring**

You will be working with a great team of technical staff both in the (your country) and globally. Having the ability to pull upon the expertise of very highly knowledgeable people is a huge benefit, and will help you firstly settle into your role, but more importantly help you with your personal development.

**Overview**- **Responsibilities**

**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 MFG _products
- Working with Autodesk and Graitec’s Network license managers
- Working in partnership with the sales team on specific customer technical needs
- Working with other countries to support international customers

**Key Success Indicators**:

- 1st level support delivered in a timely manner - first answer in the first 24 hours
- Easy and medium issues (12 to 24 hours)
- Critical issues (review - 1 hours, fixing - 24 to 48 hours, or longer depending on the complexity)
- 2nd level support (internal) delivered in a timely manner - first answer between 24 to 72 hours
- Easy and medium issues (12 to 72 hours)
- Critical issues (review - 1 hours, fixing - 24 to 48 hours, or longer depending on the complexity)
- Ticket backlog: low number of unresolved tickets in your queue
- Stakeholder satisfaction: good level of feedback from stakeholders regarding communication and transparency for support and solutions (number of good/bad comments; perception of quality documents)
- High-quality solutions and analysis documents
- Good level of customer retention rate because of high-quality support and technical solution offered (0 customers lost as a consequence of poor-quality support)

**Qualifications**

**Required experience**

**Required skills, abilities & qualifications**
- What you must have done already:

- A minimum of 1 years in a similar position is an advantage.
- Knowledge of _MFG products such as Inventor, Vault, etc._
- What is nice to have done already:

- Knowledge of _MFG products such as Inventor, Vault, etc._
- Experience in using Dynamics CRM
- Ability to speak fluent English in addition to your native language (remove if in the UK/US)
- Results driven, focused on delivering quality work;
- Very good problem solving & troubleshooting skills;
- Attention to details.
- 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 sen