Customer Product Support

Job description
Company Description

InEight provides field-tested project management software for the owners, contractors, engineers and architects who are building the world around us. Over 575,000 users and more than 700 customers across 37 countries rely on InEight for real-time insights that help manage risk and keep projects on schedule and under budget across the entire life cycle.

From pre-planning to design, from estimating to scheduling, and from field execution to turnover, InEight has powered more than $500 million in projects globally across infrastructure, public sector, energy and power, oil, gas and chemical, mining, and commercial.

Based in Scottsdale, Arizona, InEight supports a remote work model with employees working throughout the United States, Canada, Australia, Sri Lanka and Europe. InEight, an ISO 9001:2015-registered company, is a subsidiary of Kiewit Corporation (Kiewit). Kiewit, through its subsidiaries, is one of North America’s largest and most respected construction and engineering organizations.

InEight is a fast-paced, innovative company comprised of high-energy teams of self-starters playing integral roles in shaping the future of capital projects around the world. Our industry-leading solutions, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success.
• The successful candidate will be required to work Australian/US hours including weekends.

Position Summary

The Customer Product Support position provides a great opportunity to become a product expert while providing support to our customers. Duties include taking inbound calls, providing functional support, troubleshooting, case management and providing overall support for InEight’s product software suite. The customers who work with you will end up as raving fans, because of your capability and your empathy. You’ll have proven processes to guide you, along with the guidance of your peers and other industry professionals when you need it, and autonomy to make decisions on your own.

This role will be based at InEight’s Sri Lanka office located Colombo and can accommodate work-from-home arrangements

Job Responsibilities
• Gather complete information from customers, document steps taken, research the knowledge base for known solutions, isolate cause and take restorative actions while minimising disruption to the customer’s business operation.
• Acquire and maintain a strong functional working knowledge of InEight’s core products, with emphasis on the customer support aspect.
• Walk customers through complex construction workflows specific to capital projects and other construction related projects.
• Provide functional support with project estimates and budget controls.
• Monitor and respond to customer inquires through InEight’s ticketing system in a timely manner.
• Act with an appropriate sense of urgency and follow up with customers to ensure issues are resolved to the customer’s satisfaction.
• Facilitate remote meetings with customers and/or internal resources for troubleshooting and information gathering when necessary.
• Ability to adhere to customer SLA’s and escalate as needed.

Requirements
• At least one year of prior software application support and troubleshooting experience required.
• A background supporting complex software is ideal
• Experience with Microsoft Office Suite of products and operating systems, particularly with Excel macros
• Experience using Bluebeam and Adobe preferred but not essential
• An understanding and application of API integrations preferred but not essential
• Bug tracking experience required, Azure DevOps preferred
• Case tracking experience required, Service Now preferred
• Customer communication via phone and/or video required
• SaaS troubleshooting experience is ideal
• Deductive logic, complex problem solving and excellent trouble shooting skills.
• Self-directed, able to prioritize and effectively handle many incidents at a time.
• Exceptional customer service, organizational, and time management skills.
• Excellent written and verbal communication skills.
• A positive, willing and able attitude.

InEight Inc. is an Equal Opportunity Employer, (EOE) and will consider all applications without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.

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