Technical Support Specialist

Details

• Manage and resolve client issues through Intercom and Microsoft Dynamics, ensuring responses meet SLAs and deliver a consistently positive experience.
• Communicate complex technical concepts clearly and empathetically to build client confidence and trust.
• Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations.
• Support workflows including CAD integration, library configurations, and manufacturing processes to ensure seamless design-to-production operations.
• Tag and label “How-do-I” tickets to train Intercom AI, improving self-service resolution rates.
• Leverage ticket history and pattern analysis to improve AI accuracy, reduce manual intervention, and scale automation.
• Develop and maintain a knowledge base of reusable responses, how-to articles, and best practices.
• Continuously refine documentation to improve internal efficiency and client self-service.
• Create detailed, reproducible bug reports from client issues.
• Collaborate with Engineering and Product teams to drive fast, high-quality fixes.
• Track recurring issues and share insights to inform product improvements.
• Accurately tag and categorize tickets for reporting and analytics.
• Identify trends and partner with peers to refine workflows and elevate the overall support experience.
• 2+ years in a technical support role, ideally within CAD/CAM software, design applications, or manufacturing technology.
• Bilingual French and English
• Strong troubleshooting and analytical skills, especially in design-to-manufacturing workflows.
• Proficiency with support platforms such as Intercom, Microsoft Dynamics, or similar systems.
• Excellent written and verbal communication skills, with the ability to explain complex issues clearly and confidently.
• Proven ability to manage multiple tickets in a fast-paced environment with accuracy and composure.
• Familiarity with INNERGY Design, Microvellum Toolbox, and AutoCAD-based systems.
• Experience writing structured bug reports and collaborating with development/QA teams.
• Exposure to AI-assisted support platforms or willingness to learn AI training methods.
• Detail-oriented approach to ticket categorization, data tagging, and reporting.
• Maintain client satisfaction scores above defined benchmarks.
• Contribute to measurable reductions in manual ticket load through effective AI training and documentation.
• Deliver accurate, actionable bug reports that accelerate engineering response time.
• Demonstrate continuous improvement in support efficiency, response quality, and knowledge sharing.