Associate Technical Support Engineer Geomagic

Geomagic software is used in a variety of industries (e.g. aerospace, automotive, academic research, medical and industrial/consumer product manufacturing) and in a variety of applications from reverse engineering, design, manufacturing and quality inspection. You will need familiarity with manufacturing and engineering customer workflows along with technical knowledge of our products to deliver first class service.

Technical Support queries are submitted by email and web, as well as by phone. You will need to project a high level of professionalism and customer empathy as you work with Geomagic partners, end users and Geomagic field staff. You will be expected to use the Support case management system and be diligent in updating case history and populating the knowledgebase accordingly.

In addition to responding to Technical Support queries as they are submitted, you will be responsible for contributing to the Geomagic knowledge base, delivering high-value technical support articles and videos.

You must demonstrate you are a team player, as you will work with many teams internal to Geomagic, including QA, Development, Product Management, Field Sales, Training and Technical Communications. This close interaction with other team members will require you to be in the office at RTP during office hours.

Your job may occasionally involve some travel to deliver training or other services to groups and in one-on-one sessions, in the office and at customer sites. You might also be expected to contribute to online forums and email lists, both public and internal.


Responsibilities:

Employ a high level of interpersonal and communication skills to defuse customer frustration and move toward a solution.
Identify the degree of customer?s technical knowledge and adjust problem solving communications accordingly. Escalate complex problems as necessary.
Deliver quality technical resolutions in a timely manner by interpreting customer problems; utilize resources for research, and applying solutions in accordance with established guidelines and procedures.
Interact with other internal groups and experts to seek answers for customer problems.
Achieve and maintain to a performance standard, including but not limited to; average handle times, quality of service and customer satisfaction.
Log all incoming correspondence and accurately create case notes in a ticket tracking database.
Create content for self-help customer facing online Support Center. This will include knowledge base, website, file uploads, help documentation, and video creation.
Verify customer bugs and test resolutions and updates.
Must continuously adapt personal knowledge base to a wide range of ever changing products.
Training experience and development of curriculum a plus
Perform other duties as assigned.

Requirements:
.
Friendly and customer focused attitude.
Four year technical degree or equivalent work experience.
2-5 year experience in a Customer Technical Support position or a similar customer-facing position.
Working knowledge of 3D CAD systems, industrial design, inspection methodologies and surfacing tools.
Working knowledge of 3D imaging / scanning technologies is desirable.
General PC troubleshooting skills, knowledge of Windows operating systems, and familiarity with basic networking.
Ability to multi task effectively in a fast paced environment.
Excellent oral communication and people skills are a must.
Possess superior organizational and writing skills.
Demonstrate the ability to reach out to diverse technical audiences.
Understanding FLEXnet and FLEXlm licensing tools a plus.
Previous experience in delivering training a plus
Speak and write fluently in English. Fluency in other languages is a plus.

Location:	Morrisville, NC United States