Technical Customer Support

Title :

Technical Customer Support Location :

Westminster, CO Training Schedule:

Training is conducted remotely, after which the role transitions to four days onsite per week.

Job Type :

Contract (6 Months + Potential to extend)

Compensation :

$20•$23 per hour

Industry:

Global Technology•About the Role Our client, a global leader in software and technology solutions for design, construction, engineering, and 3D modeling industries, is seeking a Technical Customer Support professional to join their team. This role focuses on delivering high-quality technical assistance to a diverse customer base, supporting a widely used SaaS-based 3D modeling platform. This is an excellent opportunity for individuals who are customer-focused, technically proficient, and thrive in a fast-paced support environment. The role requires managing a high volume of customer interactions while maintaining accuracy, empathy, and efficiency. Job Description In this role, you will serve as a front-line support resource, assisting customers via phone, email, and chat with account, billing, and technical inquiries. You will be responsible for managing a high-volume case queue, resolving issues, and documenting all interactions within Salesforce to ensure accurate tracking and reporting.

Key responsibilities include:

Engage with customers in a friendly, empathetic, and professional manner to build trust and rapport Provide timely support for approximately 25 email requests and 10 phone inquiries daily while meeting service level agreements (SLAs) Actively listen, ask clarifying questions, and communicate clearly using plain language to ensure customer understanding Manage individual case queues and proactively resolve aging requests to maintain workflow efficiency Document all customer interactions in Salesforce, including issue details, troubleshooting steps, and resolutions Support customer requests across multiple channels including phone, chat, email, and case queues Assist with account and subscription-related inquiries, including: Billing and invoicing Account authorization and entitlement management Download and installation support Software extensions and functionality Crash identification and bug tracking Leverage internal knowledge base resources to troubleshoot issues and determine appropriate escalation paths Follow established communication and incident management protocols Continuously maintain product knowledge, internal systems expertise, and awareness of promotions through training Qualifications Required Qualifications Bachelor's degree or equivalent experience in a customer support or solutions-oriented environment Minimum of 2 years of experience supporting customers via phone, email, and chat Proven ability to manage high-volume workloads (approximately 26 cases per day) Strong customer-focused mindset with the ability to tailor solutions to diverse users Technical proficiency with computer systems, SaaS platforms, and Google Workspace tools Excellent communication skills, including active listening, empathy, and adaptability Strong time management and prioritization skills in a fast-paced environment High attention to detail in documenting case notes and troubleshooting steps Ability to remain professional and composed under pressure Demonstrated troubleshooting skills with the ability to diagnose and resolve technical issues efficiently Experience working in or comfort with a remote work environment Preferred Qualifications Knowledge of 3D modeling, 3D graphics processing, or energy performance tools Educational background or industry experience in Engineering, Architecture, Design, or User Experience Experience working in a customer support center environment Familiarity with multiple operating systems (Windows, iOS, Android) Experience with CRM or ticketing systems (e.g., Salesforce) and remote support tools Background supporting SaaS-based platforms Benefits Dahl Consulting is proud to offer a comprehensive benefits package to eligible employees that will allow you to choose the best coverage to meet your family's needs. For details, please review the

DAHL Benefits Summary:

https://www.dahlconsulting.com/benefits-w2fta/ . How to Apply Take the first step on your new career path! To submit yourself for consideration for this role, simply click the apply button and complete our mobile-friendly online application. Once we've reviewed your application details, a recruiter will reach out to you with next steps! Equal Opportunity Statement As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you! #ZR #IT.Indeed #LI-CF1 #LI-Onsite