Tekla Technical Support Consultant at Clear Leaf

Job Description
PURPOSE OF THE ROLE:

Take ownership of technical support and training for customers of all relevant Tekla structural design and detailing software products and services.

DUTIES INCLUDE:

Technical Support:

• Resolve any reported product/solution issues or malfunctions through following proper diagnostic/troubleshooting steps, as well as standard procedures and protocols, to identify and understand the problem and provide suitable solutions.
• Continuously provide optimal technical customer support whether via telephone, email or through on[1]site visits.
• Ask customers targeted questions during telephone support to identify the root of the problem.
• Talk customers through suitable/applicable steps and actions to resolve issues when providing telephone support.
• Ensure all product/solution/customer issues are properly logged, provide timeous reports and manage own schedules.
• Continuously build supportive customer relationships.
• Provide technical support to internal staff involved in the sales (i.e. pre-sales support) and implementation of relevant products/solutions.
• Assist with technical presentations at The company product launches and seminars.

Product Training:

• Continuously build and expand on own product knowledge.
• Prepare customer training through completing a needs analysis of the end users being trained, and compiling training material and agenda accordingly.
• Present technical training if/when required.

Quality Control:

• Ensure quality control of all products/solutions dispatched to customers.

Qualifications
Qualifications / Experience:

• A degree/diploma in Civil/Structural Engineering, Structural/Architectural CAD or equivalent.
• Have structural engineering experience using design and/or detailing software, ideally Tekla.

Skills / Knowledge:

• Planning, organising and coordination abilities.
• Excellent communication skills (verbal & non-verbal) to provide technical help.
• Understanding of industry/applications/solutions/customer requirements.
• Understanding of solutions implementation and service level support best practice.
• IT proficiency (Knowledge of CRM software & Microsoft office)
• Reasoning and critical thinking abilities.
• Ability to produce clear and structured texts
• Fluent written and spoken English.
• Utilise excellent analytical and problem-solving skills.
• Are patient and organised with the ability to multi-task.