SketchUp Technical Support

Our client is seeking a SketchUp Technical Support professional to provide responsive, customer-focused support for users navigating software, account, subscription, and technical issues. The ideal candidate is empathetic, detail-oriented, and comfortable managing a high volume of support requests while documenting interactions clearly and maintaining a positive customer experience., * Respond to customer inquiries across email, phone, chat, and support queues while maintaining a friendly, professional, and solutions-focused approach.

• Troubleshoot customer issues related to account access, billing, subscriptions, entitlements, downloads, installation, extensions, crashes, and potential software bugs.
• Manage a high-volume case queue, responding to approximately 25 email requests and 10 phone requests per day while meeting service-level expectations.
• Document customer interactions, issue details, troubleshooting steps, and resolutions accurately within Salesforce or a similar case management system.
• Review customer communications carefully, ask clarifying questions, and explain solutions in plain language to ensure understanding.
• Proactively monitor individual queues and aging cases to keep requests moving efficiently and minimize backlog.
• Use knowledge base articles, internal resources, and troubleshooting guides to resolve issues or determine when escalation is appropriate.
• Follow established communication, escalation, and incident management protocols to route complex issues to the appropriate teams.
• Stay current on product updates, promotions, internal tools, and support processes through training and ongoing learning.

• 2+ years of experience providing customer support through email, phone, chat, or similar support channels.
• Experience supporting SaaS products, software platforms, or technical customer issues is preferred.
• Strong customer service skills with the ability to create a positive, empathetic, and professional experience for users.
• Experience using Salesforce, ticketing systems, customer support platforms, or remote support tools.
• Technical aptitude with the ability to troubleshoot software, account, access, installation, and system-related issues.
• Strong written and verbal communication skills, including active listening, clear documentation, and the ability to adapt messaging for different audiences.
• Ability to manage time effectively, prioritize requests, and maintain accuracy in a fast-paced support environment.
• High attention to detail when gathering issue information, documenting case notes, and following support procedures.
• Ability to remain calm, professional, and solutions-oriented when working through urgent or complex customer concerns.
• Familiarity with Google Suite, common computer systems, and multiple operating systems such as Windows, Android, iOS, or Microsoft environments.
• Bachelor's degree, equivalent experience, or experience in a SaaS support/customer solutions environment.
• Exposure to 3D modeling, 3D graphics, architecture, engineering, design, energy performance, or user experience is a plus.