The Ash Group · 2 days ago
Technical Customer Support Representative
United States
Contract
Remote
Entry, Mid Level
$22/hr - $22/hr
2+ years expThe Ash Group is hiring a Technical Customer Support Representative for a pioneering technology company providing hardware, software, and services. The role involves providing tactical support for SketchUp, assisting users with billing, account management, and technical troubleshooting.
RecruitingStaffing Agency
Hiring Manager
Rachel Smith
Responsibilities
Engage with customers via phone, email, and chat to resolve technical issues related to SketchUp, including installation, crashes, and bug tracking
Assist users with Account & Subscription Management, handling billing, invoicing, refunds, and entitlement management
Maintain a high level of productivity by resolving approximately 26 cases daily while adhering to team SLAs
Document every customer interaction thoroughly in Salesforce, capturing issue descriptions, contact info, and specific troubleshooting steps taken
Manage individual queues and backlogs to ensure aging requests are addressed and resolved in a timely manner
Utilize the internal knowledge base to qualify and escalate complex requests to the appropriate technical channels
Identify and report software bugs and crashes, helping to improve the overall functionality of 3D modeling tools
Qualification
Required
2+ years of experience in a customer solution environment, specifically supporting users via chat, email, and phone
Strong familiarity with computer systems and Google Suite
Ability to use plain language to explain complex technical concepts and demonstrate empathy and patience in high-pressure situations
Bachelor's Degree or equivalent professional experience
Preferred
SaaS support experience
Experience with multiple operating systems (Windows, Android, iOS)
Prior experience with Salesforce or similar ticketing systems
Knowledge of 3D modeling, 3D graphics, or a background in Engineering/Architecture
Benefits
Medical
Dental
Vision
Direct primary care benefits
Company
The Ash Group
The Ash Group is a staffing and recruiting company.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Kay Livingston Ash
CEO
Company data provided by crunchbase