Technical Support Specialist

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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INNERGY

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🏭 Manufacturing

💼 Consulting

☁️ SaaS

💰 $44M Private Equity Round - Innergy on 2024-07

Manufacturing • Consulting • SaaS

<INNERGY> is a cloud-based SaaS platform providing integrated ERP and 3D CAD/CAM software tailored to custom woodworking and architectural millwork businesses. The software covers estimating, job costing, production scheduling, collaboration from design through installation, benchmarking, and education to help shops manage margins, increase throughput, and scale operations. INNERGY emphasizes industry-specific workflows and implementation support for B2B customers in the custom woodworking sector.

📋 Description

• 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. • Create detailed, reproducible bug reports from client issues. • Collaborate with Engineering and Product teams to drive fast, high-quality fixes. • Accurately tag and categorize tickets for reporting and analytics.

🎯 Requirements

• 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. • Preferred 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.

🏖️ Benefits

• Accessibility & Work Environment: INNERGY is committed to providing an inclusive and accessible work environment. • We support reasonable workplace adjustments for individuals with disability. • INNERGY is committed to supporting employee wellbeing, flexibility, and a safe working environment. • Equal Opportunity Employer: INNERGY values diversity at every level of the organization.