Customer Success Technical Specialist

Job Overview

Customer Success Technical Specialist

Eagle Point Software Corporation was founded in 1983 with its focus on helping AEC and manufacturing firms improve productivity. More than 40 years later, our passion remains the same. Eagle Point offers award-winning learning management software that drives productivity in technology users, helping organizations realize the full value of their Autodesk software and other business applications. With over 600,000 global registered users, our flagship solution, Pinnacle Series, has become the leader in Autodesk learning, knowledge capture and sharing, and productivity improvement.

The Technical Specialist’s primary role is to support the Customer Success and Product Development teams in relation to all technical requests that customers may have. The Technical Specialist will own and take responsibility for day-to-day customer technical requests and activities, including customer training. This position will participate in product testing and the creation of supporting eLearning materials surrounding the product.

Key Responsibilities

• Augmenting the implementation process by providing technical support and customer training.
• Assisting customers with Microsoft Entra ID Sync, SSO setup, and other technical tasks.
• Creating and maintaining training video, document, and course materials to support the Pinnacle Series platform.
• Owning and taking responsibility for product testing in cooperation with our product development team.
• Troubleshooting and logging customer support requests.
• Prioritizing and escalating issues when needed.
• Ability to recognize customer concerns and concisely communicate the next steps to validate their concerns.
• Providing technical support and training for our Partners.
• Being a Pinnacle Series SME.

Requirements

• Associate or bachelor’s degree.
• Technical support experience.
• Customer-facing training experience.
• General IT knowledge.
• Ability to support multiple customers and implementation projects simultaneously.
• Exceptional communication and presentation skills.
• High energy and positive attitude.
• Ability to perform in a deadline-oriented work environment.
• Strong organizational skills with exceptional attention to detail required to ensure accuracy and effective execution of all projects and tasks undertaken.
• Ability to work independently as a self-starter.
• Proficient with Microsoft products.
• Flexible hours and schedule–due to global nature of company, all support roles should expect calls and remote meetings early mornings and/or late evenings.

Physical Requirements

• Remaining in a stationary position, often standing, or sitting for prolonged periods.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Average hearing and visual acuity.
• Able to use a phone and computer.
• Ability to travel.