Technical Support Representative

Technical Support Representative

Location:

Westminster, California, USA

Division:
Architecture and Design

Do you thrive on turning technical challenges into positive customer experiences?

As a Technical Support Representative you will deliver exceptional customer service and create a positive experience for customers experiencing technical challenges. You will serve as a trusted advisor and problem solver, going above and beyond to understand and address customers' needs while providing timely and effective technical support via email and phone. You will meet our customers where they are by providing a friendly experience while offering tips, tutorials, and best practices to enhance their overall experience and enable them to be more self‑sufficient Sketch Up users.

• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customers' technical issues.
• Thoroughly review all customer communication using plain language to ensure understanding and ask for feedback to ensure effective communication.
• Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
• Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
• Document customer interaction for each case, including contact information, how the customer is experiencing the issue, and troubleshooting steps.
• Document cases for customer requests from all channels: phone calls, chats, emails, and queues.
• Assist customers with account and subscription management, process refunds, and handle technical issues related to Sketch Up, including:
• Billing and invoicing
• Account authorization
• Entitlement management
• Download and installation
• Sketch Up Extensions
• Crash identification
• Bug tracking
• Effectively apply and exhaust relevant knowledge‑base content and other resources to efficiently qualify escalation of customer requests.
• Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.
• Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.

• Bachelor's Degree or equivalent experience in a customer‑solution environment
• 2 years of experience supporting customers via chat, email, and phone
• Customer‑focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
• Technical proficiency and familiarity with computer systems, software, and Google Suite
• Excellent communication skills, including active listening, empathy, and patience, with the ability to adapt communication styles to different audiences
• Time‑management and prioritization skills enabling high‑quality and time‑sensitive customer communications
• Attention to detail while working through issue discovery and documenting case notes
• Able to maintain composure and professionalism during high‑pressure situations
• Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
• Comfortable working in a remote environment with occasional in‑office meetings

• Knowledge of 3D modeling, 3D graphics processing, or energy performance
• Background in Engineering, Architecture, Design, or User Experience
• Customer Support Center Experience
• Experience in multiple operating systems such as Windows, Android, iOS, and Microsoft
• Familiarity with customer support software, ticketing systems, and remote support tools

Sketch Up is one of the most popular 3D modeling and design tools in the world. Hundreds of thousands of architects, engineers, contractors, woodworkers, artists, and other creatives use Sketch Up Pro, Lay Out, Sefaira, and 3D Warehouse to design everything from transit centers with excellent energy…