Customer Support Specialist

YOUR ROLE: A chance to make the difference.

• Provide Level 1 technical support for ALLPLAN product portfolio via phone, E-Mail, and

ticketing systems.

• Troubleshoot and resolve basic to intermediate issues related to ALLPLAN functionality,

installation, and configuration.

• Guide users through diagnostic procedures and provide clear, step-by-step solutions.

• Document support cases in CRM systems (e.g., Salesforce, HubSpot) to maintain a

comprehensive knowledge base.

• Collaborate with Level 2/3 support and product teams for issue escalation and

resolution.

• Participate in onboarding sessions and product walkthroughs for new users.

• Stay updated with the latest ALLPLAN features, updates, and industry best practices

• Helping with the installation, configuration, and updating of our software products is a

plus

WHO ARE WE LOOKING FOR:

• Bachelor’s degree in Civil Engineering, or related field.

• 3-5 years of experience in technical support or a similar customer-facing role.

• Knowledge of Building Information Modelling (BIM) and its workflows, future demands

/ standards are important.

• Hands on experience using 2D and/or 3D CAD drafting applications such as ALLPLAN,

Autodesk Revit, and/or SDS2, Tekla.

• Basic scripting knowledge (e.g. Python, Rhino, Grasshopper, Dynamo) is a plus.

• Initial experience in IT support or CAD construction software such as Bluebeam,

BIMPLUS, Autodesk Construction Cloud, ProjectWise applications is an advantage

• Strong communication skills, customer orientation, and solution-driven work approach

• Experience with support tools like JIRA, Zendesk, or Freshdesk.

• Familiarity with remote support tools and screen-sharing platforms.

GOOD TO HAVE

• Have an open and communicative personality, enjoy working with customers, and are a

team player.

• Problem solving skills and the ability to make the complicated look and feel simple.

• Customer orientation and solution-driven work approach

• Ability to manage multiple tasks in a fast-paced environment

• Detail-oriented with a focus on delivering high-quality support

• Excellent verbal and written communication skills in English