Tier 1 Help Desk Technician

We are a software company looking for a bright and driven tier 1 help desk technician. The ideal candidate will be a natural problem solver, eager to tackle challenging situations. A background in IT and/or knowledge of AutoCAD to support our products and clients is preferred; however, we are willing to train the right person from the ground up, so applicants should be open to learning and evolving with the company.

Our company develops and sells high-end professional design software – specifically, add-on programs for AutoCAD, SketchUp, and Revit – to landscape architects, irrigation designers, architects, and engineers. We started as a father-son duo working out of a garage and now have the best-in-class software used by thousands of professionals in dozens of countries, served by a growing staff of more than 40 employees.

Our tech support is the real deal – it's consistently ranked as the best of any software company, and one of our clients has said we even provide the best customer service of any company. These sentiments mean a lot to us, and we are looking for a truly exceptional candidate to add to our team. If you are tired of the corporate grind where your efforts don't matter, and you are a truly exceptionally talented people person, you need to come work for us. We offer phone, email, chat, and Zoom as possible outlets for our clients to reach out to us. Candidates should be proficient and comfortable talking with clients through a number of technical issues with our software, including installation and more general issues with servers and computer workstations.

We have listened to our employees following the pandemic, and all positions are permanently remote. We do still maintain a small office in San Luis Obispo, and it would be nice if you are located within driving distance for the occasional meet-up or trade show preparation, but it is not a requirement. We currently have staff scattered across ten states, and have made permanent work-from-home status excel as we continue to create excellent software and offer unparalleled support.

Requirements:

• Professional phone etiquette.
• Technical support experience.
• Strong computer troubleshooting ability.
• Strong written and oral communication skills.
• Candidate must be patient and meticulous with a high level of critical thinking.
• IT background and/or CAD knowledge preferred. 
• “People person” – candidates must be able to generate a conversation even with the least talkative clients.
• Available to work our support hours: Monday through Friday from 8 a.m. to 5 p.m. Pacific Time.
• Applicants must reside in and be legally authorized to work in the United States.

Responsibilities:

• Answer phones.
• Search our documentation effectively to provide solutions on the fly.
• Troubleshoot software installation issues.
• Diagnose errors, replicate and report them to the developer.
• Reach out to clients via phone and email.
• Create detailed call notes and account summaries in our internal ticketing system.

Software and Hardware We Use (will provide training as needed to the right candidate):

• AutoCAD
• SketchUp
• Revit
• Rhinoceros (Rhino) 
• Land F/X plugins for each of the above
• Apple/Mac
• Parallels
• Slack
• MySQL
• Windows Command Prompt
• Admin Windows (Registry Editor)
• Windows MSI Packages
• We operate as an all-Mac office and provide company hardware to our employees.
  
  

Benefits and Other Position Information:

• Full benefits: Medical, dental, vision, 401k, holidays, sick, vacation
• Position Type: Full-time

Must Submit:

• Résumé
• Rate of pay desired
• Date when you can start