Technical Support Specialist - Construction

Arkhya Tech

Olathe, KS, United States

29 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Working hours

Regular working hours

Job source

www.disabledperson.com

Tech stack

Issue Tracking Systems Software Requirements Analysis Software Systems GNSS

Job description

Develop relationships and network throughout the industry to monitor and participate in product-related activities.
Serve as a trusted solutions provider by maintaining technical expertise and delivering exceptional customer support.
Adhere to quality control metrics for tracking support performance and customer satisfaction.
Attend manufacturer training programs for hardware and software products to maintain current technical knowledge.
Provide recommendations for improving customer support processes based on hardware and software requirements.
Maintain and update the support ticketing and issue tracking system to ensure all cases and resolutions are documented and accessible.
Communicate with internal and external customers to provide technical support for supported hardware and software solutions.
Manage customer subscriptions and licensing, including Topcon TotalCare, TopNET, Tierra, MAGNET, SiteLink, and other supported software services.
Receive, log, and resolve customer support requests via phone, email, and other communication channels.
Prepare and deliver technical training sessions for customers, partners, and internal teams.
Communicate regularly with field personnel regarding product issues, updates, and best practices.
Identify opportunities for additional product, service, and support offerings and communicate these opportunities to the appropriate teams.
Prepare technical reports and documentation related to customer issues and resolutions.
Perform additional duties as assigned by management to ensure high levels of customer satisfaction.
Demonstrate a commitment to continuous learning and professional development.
Follow all company policies, procedures, and safety guidelines while performing assigned duties.
Participate in company meetings, technical workshops, and training programs.
Maintain a professional image while interacting with customers, partners, and colleagues.
Build and maintain positive working relationships with customers, peers, management, and support teams through teamwork and outstanding customer service.

Requirements

3+ years of industry experience in surveying, geospatial technology, construction technology, machine control, or a related technical field.
Strong communication and interpersonal skills.
Excellent customer service and relationship management skills.
Proficient computer, software, and telephone support skills.
Experience delivering technical training to individuals and groups.
Strong technical writing and documentation skills.
Experience with Topcon hardware, software, and MAGNET solutions is highly preferred.
Familiarity with GNSS, total stations, machine control, or geospatial technologies is an advantage.