Technical Support Specialist
CAD MicroSolutions is one of the most recognized and reputable design automation solution providers in Canada. We offer design automation software, training, and consulting to help our clients innovate, disrupt, design, and succeed. We offer a work environment that fosters respect, teamwork, innovative thinking, and exceptional customer service. We are seeking a Technical Support Specialist in Ontario who will be responsible for providing the highest level of technical pre-sales consultation to sales teams, prospects, and customers to support sales goals, along with providing post-sales technical problem resolutions to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.
Key Accountabilities and Responsibilities
Pre-Sales Support:
Attend customer calls with the Sales Representatives.
Support pre-sales activities such as customer presentations and demonstrations.
Identify customer needs and requirements.
Educate customers on how their business priorities map to SolidWorks solutions.
Interface with Sales team to share account insight for increasing account penetration, revenues, and deal size.
Keep abreast of all new product features and fixes.
Provide technologies and product recommendations for marketing campaigns.
Effectively manage relationships and work with vendor partners.
Active participant in related industry user groups.
Conduct onsite or in-house software training.
Provide technical services, such as installations, customer set-up, and implementation.
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
Diagnose and resolve technical hardware and software issues.
Research required information using available resources.
Provide solutions such as resolving username and password problems, uninstalling/reinstalling software applications, verify proper hardware and software set up, assisting with navigating around application menus, etc.
Work with management, sales and/or suppliers to address escalated issues.
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
Accurately process and record call transactions on designated tracking software.
Create solutions and documentation for common requests or occurrences.
Conduct onsite or in-house software training.
Qualifications and Skills:
Post-Secondary Education in the Engineering field (Mechanical, Computer, Software, Systems)
Minimum 2 years of related experience
Strong customer service, communication, presentation, problem-solving, analytical, and detail-oriented skills
Able to respond effectively to multiple priorities and execute in a dynamic, fast-paced work environment
Technical Competencies:
CAD, FEA Simulation and/or CFD Simulation software
Data Management, PDM competency is preferred
General Programming
Microsoft Office applications
Proficient knowledge of SolidWorks Software applications
Career growth:
- Full Technical and Industry Training Provided
- Career Mentoring/Extensive Training/Career Development
- SOLIDWORKS certification programs
Benefits:
- Comprehensive benefit package