User Experience Engineer at Skytop Technologies

Summary/objective

Position overview

Proactively engage with SkyTOP customers by providing solutions, direction and general troubleshooting. Collaborate closely with the customers to analyze trends  in user activity to enable the SkyTOP User Network (SKUN), become an effective tool for achieving business objectives and have a direct influence to make the necessary changes, needed to increase customer satisfaction and dedication. The individual will also obtain valuable feedback from our clients to facilitate enhancement of our products, and generate success stories.

Reporting to the Service Delivery Manager, you will be responsible for resolving customer issues reported to us via phone, chat, web, online forum and other channels. In addition to reacting to customer queries, you may also engage in variety of proactive support activities; developing and presenting screen-casts, hosting Q&A sessions in our online communities, and publishing technical articles on our website and other forums.

Responsibilities

User Support

• Respond to support requests via multiple channels, following documented processes.
• Liaise with customers and provide feedback to the company on areas that need improvement
• Document support interactions in a company –wide case management system.
• Advance unresolved issues with senior staff as required.
• Research verify, and document products defects.
• Actively handle personal backlog of support requests.
• Manage customer and partner expectations by providing timely updates on progress.
• Document, maintain and publish user success stories

Internal support

• Participate in product BETA activities and product testing events organized by the Product Development teams
• Remain informed on enhancements in supported products
• Assist in the fundamental development and maintenance of knowledge base quality
• Influence product management and product development teams to make improvements

Qualifications

• 7+ years’ experience using Autodesk and AutoCAD
• Strong customer service, troubleshooting, and analytical skills. A sales or marketing background is a plus.
• Strong written and verbal English communication skills. Additional language skills are advantageous.
• Experience using other AutoCAD verticals would be preferred.

Personal Attributes

• People-minded: able to empathize with, respond to, and solve customer issues
• Prompt: capable of making timely decisions based on sound logic and consideration on the consequences
• Take initiative: have a strong sense of ownership, with a bias for action and willingness to roll-up your sleeves
• Organized: able to clarify assignments, prioritize work and pay attention to detail, to ensure tasks are done in a timely and high quality manner
• Strategic: able to offer articulate recommendations and rationale while building support from key decision makers
• A wet sponge: actively listening to others in order to communicate technical information clearly and concisely
• Intellectually curious: able to learn from mistakes, adapt to change, and seek out ways to develop new skills
• Influential: be a role model, inspiring others and effecting a positive impact

Other duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this position. Duties, responsibilities and activities may change at any time with or without notice.