The Company
RIB Software GmbH is a pioneer in the digitalization of the construction industry. The company develops and sells cutting-edge digital technologies for construction companies and projects in a wide range of industries around the world. RIB 4.0, the flagship cloud-based platform from RIB, offers the world's first enterprise cloud technology based on 6D BIM with AI integration for construction companies, industrial companies, developers, and project promoters, etc. With over 2,700 employees in more than 25 countries worldwide, RIB aims to drive the construction industry to become the most sustainable and digitalized industry of the 21st century.
RIB Software is a subsidiary of Schneider Electric.
Opportunity
RIB North America is seeking a Customer Care Consultant who will demonstrate excellent customer support as one of the first points of contact. As part of a wider, global team they will demonstrate professionalism by using a patient, customer-centered approach to build trust, meet needs and deliver solutions in the Customer Care environment. They will be responsible for the support of two or more products from the RIB range.
The ideal candidate will be located within Central time zone in the US.
Responsibilities include:
- Respond to customer support calls and e-mails in a timely and professional manner. This will involve assisting with the out of business hours support mobile
- Reproducing, documenting and reporting software issues to R&D
- Diagnosing customer problems, gather details to assist problem solving and issue resolution.
- Ongoing liaison with customers until support calls are resolved
- Resolving problems with Internet Browsers (Trusted sites/popup blockers/toolbars etc.)
- Analyze software applications to determine the cause of issues and identify resolutions
- Record the step-by-step process to replicate customers’ issues
- Report software issues to the Development Team
- Liaise with the Development Team for escalated issues and co-ordination of the response to the customer
- Undertake testing of bug fixes and pre-release versions of the software as and when required and provide feedback in accordance with current procedures
- Exploring, documenting and requesting feature suggestion
- Logging all Helpdesk enquiries, customer questions and issues on Jira Service Management and other RIB customer service management tools
- Documentation of resolutions for future reference
- Creating data exports and troubleshooting issues with the tool
- Responsibility for ticket resolution to high levels of customer satisfaction
- Liaise with Customers’ IT departments to resolve customer technical issues
- Maintaining RIB’s reputation for quality Customer Service
- Work with the Sales & Marketing Team to provide RIB software related pre-sales support
- Raise, analyze, track and resolve support incidents for customers
- Provide out-of-hours support, where possible, for key incidents or customers
- Maintain good customer relations by following up on support issues
- Ensure customer satisfaction issues are escalated to the Client Service Manager or other stakeholders and appropriate communication is maintained until their resolution
- Work to identify potential customer satisfaction issues before they occur and take proactive steps to escalate and avert them where possible.
Qualifications – Required
- Minimum of 3 years experience in similar role with Level 1 and 2 technical support, call center experience, or a system test background with heavy customer focus.
- Prefer a working knowledge of the construction industry or experience in collaborative project management software.
- Expert level in solving problems in a logical manner with an investigative and inquisitive mind
- Advanced level of communication skills, both written and verbal
- Must work cooperatively with team members and influence cross-functional teams
- Strong business acumen with the ability to understand commercial business agendas and customer/user needs
- Excellent listening skills and correctly interpret information given by our customers
- Advanced level of time management with the ability to prioritize and manage workload
- Analysis and Reporting experience to extract relevant information.
Benefit Programs
- Company sponsored medical, dental, vision, and more voluntary plans.
- Company sponsored 401k with company match after 90 days of service with RIB.
- Parental Leave, Disability and Life Insurance
- 11 (eleven) company paid holidays annually
- PTO (Paid Time Off) - the longer the tenure the more PTO accrued annually.
- Employee stock ownership plan
- Employee referral bonus program
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Weekly day range:
Work setting:
Experience:
- Customer service: 3 years (Required)
- Call center: 2 years (Preferred)
Work Location: Remote