SolidWorks CAD Technical Support Engineer

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GoEngineer

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3D CAD/CAM Product Design Solutions /SOLIDWORKS • CAMWorks • 3D Printing and Print Services Bureau / Stratasys • Enterprise Data Management • 3D Scanning

201 - 500

Description

• GoEngineer’s team of full-time support engineers provides assistance to thousands of customers across the US. • Field incoming phone calls and support emails. • Troubleshoot and provide resolution to customer issues regarding SOLIDWORKS CAD, SOLIDWORKS PDM, Installation, and add-on products. • Researching issues and workarounds. • Utilize team processes for escalating issues both internally and externally. • Timely progress updates with open tickets, ongoing communication with customers. • Workflow averages a minimum of 20 customer calls weekly, not inclusive of voicemail, resolving a minimum of 350 cases quarterly. • Documenting progress updates and resolutions in CRM.

Requirements

• Effective verbal and written communication skills. • Have an empathic nature and sincere desire to be helpful to others. • Empathic to customer challenges. • Enjoy problem solving and be solution-minded. • Focused on creating a positive customer service experience. • Proficient in Microsoft Office. • 1+ years of SOLIDWORKS 3D CAD experience, or similar. • Education level – High School Diploma. • 2+ years of administrative office support, professional customer service, sales or similar experience.

Benefits

• Participation in GoEngineer's generous PTO program from day one of employment. • 401(k) Plan that includes up to a 6% company match, 100% vested day one. • Choice of Traditional PPO or High Deductible Medical plans, and corresponding FSA or HSA accounts. • Generous HSA Contribution with participation in the High Deductible Health Plan. • Employer paid Life Insurance policy, optional Supplemental Life available. • Employer paid Short-Term and Long-Term Disability Benefits. • Dental, Vision, and other Ancillary benefits.