Technical Support Specialist

Summary

Join Xometry as a Software Support Specialist and play a vital role in ensuring customer satisfaction and smooth software operations. You will act as a liaison between product/development teams and internal/external users. This position requires excellent communication, strong technical skills, and the ability to work independently and collaboratively. Key responsibilities include providing timely software support, resolving issues, escalating complex problems, collaborating with cross-functional teams, maintaining documentation, and creating training materials. The ideal candidate possesses experience in a customer-facing role, software application knowledge, and the ability to learn new technologies quickly. This is a remote position.

Requirements

• Experience in a customer-facing role and the ability to manage multiple cases and priorities simultaneously, while maintaining quality and service levels
• Knowledge of software applications, operating systems and basic troubleshooting techniques
• Ability to learn new technologies/new tools and adapt to new processes used to identify, troubleshoot and resolve software related issues quickly and effectively
• Competent and knowledgeable in gathering relevant details from customers and staff on reported issues and document them in a structured manner with detailed accuracy
• Ability to collaborate with different teams including but not limited to product, development, customer care, sales and operations teams
• Effective verbal and written work, primarily in English

Responsibilities

• Provide Xometry employees with timely software support by responding to and diagnosing incoming support tickets, tracking open issues, and keeping users informed of issue status
• Utilize available resources to promptly identify, analyze, troubleshoot, and resolve issues to minimize user downtime
• Efficiently and professionally communicate with Xometry's customers, partners, and staff through various channels to resolve their software-related issues and ensure a positive customer experience
• When software support is unable to resolve an issue, create a detailed support ticket for Product and Software Engineering. Include relevant logs, sessions, videos, and a clear outline of troubleshooting steps taken
• Build and maintain a strong internal network and relationships with colleagues and cross-functional teams
• Advocate for customers by working with product and development teams to identify and proactively address customer pain points and areas for improvement based on a deep understanding of product updates, patches, and new features
• Keep detailed documentation of support issues, troubleshooting steps taken, resolutions and all communications with customers and internal teams
• Assist in the creation of reports to track recurring issues and trends in support requests and system issues over time
• Maintain and update FAQ's and user guides
• Develop and organize a knowledge base of resolutions and workarounds for common issues, with clear step-by-step instructions

Preferred Qualifications

• Familiarity with helpdesk software and ticketing systems
• Coding and programming skills
• Undergraduate degree

Benefits

#LI-Remote