What's the role?
The Software Support Specialist is responsible to help Hilti customers, contractors, and designers adopt Hilti software solutions in their BIM workflows using Revit, AutoCAD, Navisworks, and other software platforms. This role is responsible for resolving customer issues reported via phone, chat, web, online forums, and other social media channels. In addition to reacting to customer questions, the role will also proactively engage with prospective customers through development and presentation of webinar content, writing and publishing technical articles for Hilti Online, and engaging with customers through social media. The Software Support Specialist will also be in regular contact with Hilti’s global software applications team to provide continuous inputs for future software enhancements and development.
Who is Hilti?
At Hilti, we are a passionate global team committed to making construction better. As a trusted partner for productivity, safety, and sustainability, we provide our customers innovative solutions that impact the buildings, roads, and infrastructure people rely on every day.
Hilti is where individuals grow lasting careers by exploring possibilities, maximizing their potential, owning their development, and making a real difference every day.
What does the role involve?
- Answer and resolve customer issues reported through phone, chat, web, online forums, and other social media
- Document customer issues and compile the resolutions into an FAQ for use by Hilti technical services field teams
- Escalate unresolved issues to global software applications team for resolution through formal ticket process
- Document and share customer experiences and issues with Software Product Management team for future software enhancements and development
- Develop and deliver webinars
- Establish a periodic Q&A session for customers, partners, and Hilti field personnel
- Develop e-support content for website posting to assist customers with resolving common issues through self-service
- Write and publish technical articles to help create awareness of the Hilti solutions to the market
- Support, as needed, at technical trade shows and association events to promote Hilti’s relevant software solutions
- Participate in product beta testing
- Support Product Manager – Software in creating internal software product training
- Monitor software developments by Autodesk to ensure Hilti understands the anticipated changes to the software platforms being used by our customers
- Follow industry trends as related to the BIM construction workflows from design to construction to owner handover
- Influence product management and software development to make the necessary changes to existing and future software to ensure customer satisfaction and increased loyalty
- Additional duties as assigned
- Bilingual English-Spanish, preferred
Two percent of Hilti's annual net income is invested in projects of the Hilti Foundation.
What do we offer?
In addition to a competitive base salary and bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health & wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement, 401(k) matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.
We will give you the tools you need to succeed through hands-on integration training and will support your continued professional development through ongoing training and mentoring, targeted leadership programs, and opportunities for international assignments in any of the 120+ countries in which we operate.
What you need is:
- Bachelor’s Degree or equivalent experience in related industry required
- Knowledge of computer and network systems, with experience in Autodesk software platforms
- Proficient in Microsoft Office and social media tools
- Technical Support or Customer Service experience preferred
- Strong team orientation
- Good communication skills
Why should you apply?
Let’s face it, we know there are lots of other companies out there. We have an excellent mix of people, which we believe makes for a more vibrant, more innovative, more productive team. We're a big company with a family-owned feel. You will be given the opportunity to make big changes that will ripple throughout the industry while feeling right at home with the Hilti family.
Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
