Technical Support Specialist

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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 while meeting SLAs • Communicate complex technical concepts clearly and empathetically • Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations • Support CAD integration, library configurations, and manufacturing workflows • Tag and label “How-do-I” tickets to train Intercom AI • Analyze ticket history and patterns to improve AI accuracy and reduce manual intervention • Develop and maintain reusable responses, how-to articles, and best-practice documentation • Create detailed, reproducible bug reports from client issues • Collaborate with Engineering and Product teams to drive fixes • Track recurring issues and share insights for product improvements • Tag and categorize tickets for reporting and analytics • Identify trends and refine support workflows • Maintain client satisfaction above defined benchmarks • Contribute to reductions in manual ticket volume through AI training and documentation

🎯 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 • Familiarity with INNERGY Design, Microvellum Toolbox, and AutoCAD-based systems preferred • Experience writing structured bug reports and collaborating with development/QA teams preferred • Exposure to AI-assisted support platforms or willingness to learn AI training methods preferred • Detail-oriented approach to ticket categorization, data tagging, and reporting preferred • Must reside in an eligible U.S. state; eligible states include Texas, Florida, Missouri, Arizona, Indiana, North Carolina, and Wisconsin; candidates in California, Colorado, New York, Illinois, Washington, or other states with active pay transparency requirements are not eligible

🏖️ Benefits

• Remote work options • Flexible work environment • Employee wellbeing support • Reasonable workplace adjustments/accommodations for individuals with disabilities • Inclusive and accessible work environment • Safe and supportive working environment