IT (Technical Customer Support)

<h3></h3><ul>
<li>Provide technical support to customers through phone, email, remote sessions, and online meetings.</li>
<li>Contact clients after the sales process to activate software licenses and ensure successful deployment.</li>
<li>Guide customers through software installation, configuration, and best practices to prevent common issues.</li>
<li>Troubleshoot technical problems and provide timely, effective solutions to ensure customer satisfaction.</li>
<li>Escalate requests related to additional products, upgrades, or services to the Account Manager.</li>
<li>Research technical solutions through vendor knowledge bases, documentation, and support portals.</li>
<li>Communicate directly with software vendors when advanced technical support is required.</li>
<li>Document all customer interactions, troubleshooting steps, and resolutions in the support system.</li>
<li>Maintain accurate records of support tickets, escalations, and customer feedback.</li>
<li>Monitor recurring issues and report them to the management team to improve service quality.</li>
<li>Assist in identifying customers' technical needs and provide recommendations for optimal system usage.</li>
<li>Support internal IT operations by identifying hardware and software requirements.</li>
<li>Coordinate the procurement of required IT equipment and software licenses.</li>
<li>Maintain and update the company's IT asset inventory, including hardware, software, and licenses.</li>
<li>Collaborate with Sales and Account Management teams to ensure a seamless customer experience.</li>
<li>Ensure compliance with company support procedures and service standards.</li>
</ul><h2>Requirements</h2><h3></h3><ul>
<li>Bachelor's degree in Information Technology, Computer Science, or a related field.</li>
<li>Minimum<strong>3 years of experience</strong>in Technical Customer Support, IT Support, or Technical Services.</li>
<li>Strong knowledge of<strong>Windows</strong>and<strong>macOS</strong>operating systems.</li>
<li>Good understanding of basic networking concepts (TCP/IP, DNS, LAN/WAN, Wi-Fi).</li>
<li>Experience troubleshooting software installation and licensing issues.</li>
<li>Ability to explain technical concepts clearly to non-technical users.</li>
<li>Strong analytical and problem-solving skills.</li>
<li>Excellent communication and customer service skills.</li>
<li>English proficiency:<strong>B1 level or above</strong>.</li>
<li>Experience using remote support tools (TeamViewer, AnyDesk, Remote Desktop, etc.) is a plus.</li>
<li>Experience with ticketing/helpdesk systems is a plus.</li>
<li>Knowledge of Autodesk products or similar engineering software is an advantage.</li>
<li>IT certifications (such as CompTIA A+, Network+, Microsoft, or similar) are a plus.</li>
<li>Strong organizational skills with excellent attention to detail.</li>
<li>Ability to prioritize tasks, manage multiple support requests, and work under pressure.</li>
<li>Team player with the ability to work independently when needed.</li>
<li>Proficiency in Microsoft Office applications and general IT administration tasks.</li>
</ul>