Technical Support Specialist - RIB Software

Driven by transformative digital technologies and trends, we are RIB and we’ve made it our purpose to propel the industry forward and make engineering and construction more efficient and sustainable. Built on deep industry expertise and best practice, and with our people at the heart of everything we do, we deliver the world's leading end-to-end lifecycle solutions that empower our industry to build better.

With a steadfast commitment to innovation and a keen eye on the future, RIB comprises over 2,500 talented individuals who extend our software’s reach to over 100 countries worldwide. We are experienced experts and professionals from different cultures and backgrounds and we collaborate closely to provide transformative software products, innovative thinking and professional services to our global market. Our strong teams across the globe enable sustainable product investment and enhancements, to keep our clients at the cutting-edge of engineering, infrastructure and construction technology.

We know our people are our success – join us to be part of a global force that uses innovation to enhance the way the world builds.

Find out more at RIB Careers .

Job Title: Technical Support Specialist

Location: Remote

Employment Type: Full Time

The job

• Will be responsible for providing excellent customer service via diagnosis and resolution of technical, operational and implementation issues related to RIB products, supporting technologies/infrastructure.

Key responsibilities

• Escalate issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action.
• Provide technical support via telephone, email, and chat to external and internal customers.
• Must be capable of documenting technical documentation.
• Participate in customer conference calls when necessary to manage the resolution of customer account issues.
• Reproduce errors in test systems and document them thoroughly for reproduction independently from production systems for the purpose of issue remediation and testing
• Demonstrate availability within pre-defined SLA timelines to assist technical teams during critical or urgent incidents that demand immediate attention and resolution.
• Structure your time effectively; balance competing priorities, complete work in a timely manner and meet established quality and administrative documentation expectations. Stabilize and refocus quickly when change occurs, monitoring work to meet deadlines.

Essential requirements

• Participate in testing activities for Product releases and provide feedback for functionality and usability from a customer’s perspective as required.
• Other duties as assigned.

Desired skills

RIB may require all successful applicants to undergo and pass a co