Customer Product Support

About the role

The Customer Product Support position offers the chance to become a product expert while delivering functional assistance to InEight’s customers. You will handle inbound calls, troubleshoot issues, manage cases, and support the full suite of InEight’s construction software.

Key responsibilities

• Gather complete information from customers, document steps taken, research the knowledge base, isolate causes and take restorative actions while minimizing disruption.
• Acquire and maintain strong functional knowledge of InEight’s core products, especially the support aspects.
• Walk customers through complex construction workflows and provide functional support for project estimates and budget controls.
• Monitor and respond to customer inquiries via the ticketing system promptly, adhering to SLA commitments.
• Facilitate remote meetings with customers or internal resources for troubleshooting and information gathering.

Required profile

• At least one year of software application support and troubleshooting experience.
• Experience with Microsoft Office Suite, especially Excel macros.
• Background supporting complex software is ideal.
• Customer communication via phone or video required.
• Strong deductive logic, complex problem‑solving and excellent troubleshooting skills.

Required skills

• Microsoft Office Suite
• Excel macros
• Bluebeam (preferred)
• Adobe (preferred)
• API integrations (preferred)
• Azure DevOps (preferred)
• ServiceNow (preferred)
• SaaS troubleshooting
• Bug tracking