IT (Technical Customer Support)

- Provide technical support to customers through phone, email, remote sessions, and online meetings. - Contact clients after the sales process to activate software licenses and ensure successful deployment. - Guide customers through software installation, configuration, and best practices to prevent common issues. - Troubleshoot technical problems and provide timely, effective solutions to ensure customer satisfaction. - Escalate requests related to additional products, upgrades, or services to the Account Manager. - Research technical solutions through vendor knowledge bases, documentation, and support portals. - Communicate directly with software vendors when advanced technical support is required. - Document all customer interactions, troubleshooting steps, and resolutions in the support system. - Maintain accurate records of support tickets, escalations, and customer feedback. - Monitor recurring issues and report them to the management team to improve service quality. - Assist in identifying customers' technical needs and provide recommendations for optimal system usage. - Support internal IT operations by identifying hardware and software requirements. - Coordinate the procurement of required IT equipment and software licenses. - Maintain and update the company's IT asset inventory, including hardware, software, and licenses. - Collaborate with Sales and Account Management teams to ensure a seamless customer experience. - Ensure compliance with company support procedures and service standards. Requirements - Bachelor's degree in Information Technology, Computer Science, or a related field. - Minimum 3 years of experience in Technical Customer Support, IT Support, or Technical Services. - Strong knowledge of Windows and macOS operating systems. - Good understanding of basic networking concepts (TCP/IP, DNS, LAN/WAN, Wi-Fi). - Experience troubleshooting software installation and licensing issues. - Ability to explain technical concepts clearly to non-technical users. - Strong analytical and problem-solving skills. - Excellent communication and customer service skills. - English proficiency: B1 level or above. - Experience using remote support tools (TeamViewer, AnyDesk, Remote Desktop, etc.) is a plus. - Experience with ticketing/helpdesk systems is a plus. - Knowledge of Autodesk products or similar engineering software is an advantage. - IT certifications (such as CompTIA A+, Network+, Microsoft, or similar) are a plus. - Strong organizational skills with excellent attention to detail. - Ability to prioritize tasks, manage multiple support requests, and work under pressure. - Team player with the ability to work independently when needed. - Proficiency in Microsoft Office applications and general IT administration tasks.