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Job Summary:
We are looking for a Technical Support Professional to provide first line support to our product users. In this role, you will be working as part of the core technical team which provides excellent technical support, customer care, product implementation, customization and training to all Tekla Structures customers. You will be involved in diagnosis & troubleshooting of software problems. Interpret the client’s requirements and assist them to provide product level support, applying standard industrial practices, provide tailor made solutions to fit their requirements by applying your industrial domain expertise. You are also able to work independently and productively in an occasionally pressurized environment.Moreover Technical Support Professionals need to talk to customers directly, as well as create written documentation, requiring written & verbal communication with excellent interpersonal skills.
- Need to provide technical support for Steel /Concrete / precast roles of Tekla Structures.
- Need to get along with new customers for product overview, installation support & implement them for their project requirement.
- Diagnose, troubleshoot, and resolve issues by questioning customers in a detailed fashion to understand the nub of the problems.
- Ensure proper logging & tracking of all queries through centralized CRM support channel.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal squads
Experience & Skills Required:
- Bachelor degree in Engineering (preferably Civil or Mechanical)
- 2 to 3 years’ of experience in Structure detailing / Designing / Technical Customer support.
- Around 2 Years’ experience in Tekla Structures, with Steel detailing / design background.
- Ability to document all work results
- Fluency in English, both in written and spoken are a must
- Ability to collaborate and communicate fluently.
- Utilize good analytical and problem solving skills.
- Self-motivated; ability to work independently but in a team environment
- Effective time management skills and high level of responsiveness
- Adequate knowledge in computer various operating systems, Network, fire wall, licensing, hardware functionalities, etc.,
- Team oriented, service-minded, precise, diligent, schedule oriented.
We Appreciate:
- Systematic and organized way of working
- Experience in software development or API programming for Tekla Structures.
- Ability to get along with people from different cultures and backgrounds
- Knowing additional languages to speak.
- Willingness to grow and take up new challenges and try out new methods.
- Experience in handling customer service over telephone / online web sessions.
- Experience in Customer Relationship Management tools & applications.
- Experience in handling MIS solutions in construction / Production.
Job Location:
Work location is from Dubai office (Office 108, Building 15, Dubai Internet City, 500103, Dubai, United Arab Emirates)
