Technical Customer Service Representative - AutoCAD

As a Technical Customer Service Representative, you will be the primary liaison between our company and valued customers, providing essential support, accurate product information, and resolving any challenges with efficiency and empathy. Success in this role requires a proactive approach to troubleshooting, with a passion for delivering excellent service that builds trust and customer satisfaction.

Schedule: Monday - Thursday, 7:00 am - 5:30 pm

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Job Duties:

Manage incoming calls and emails, identifying client needs to ensure satisfaction.

Build and nurture relationships with customers, fostering trust through open, interactive communication.

Accurately provide information using appropriate methods and tools, meeting response and call handling targets.

Address customer complaints with appropriate solutions, maintaining timelines and ensuring follow-up for resolution.

Maintain comprehensive records of customer interactions, process accounts, and manage documentation.

Follow communication protocols, policies and guidelines, consistently engaging customers in meaningful ways.

Other duties may be assigned

Benefits:

Health insurance

Dental insurance

Vision insurance

401(k)

Paid time off

On-the-job training

Qualifications:

Experience with AutoCAD or equivalent technical design software

Strong technical aptitude with the ability to read and interpret prints or technical drawings

Proven experience in customer support or as a client service representative

Track record of meeting or exceeding deadlines

Exceptional phone handling skills and active listening capabilities

Familiarity with CRM systems and customer service best practices

Customer-focused with adaptability to interact effectively with diverse personalities

Excellent verbal and written communication and presentation skills

Ability to multitask, prioritize and manage time efficiently

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