Global Software Support Specialist

What's the role.

Software is an important pillar of our portfolio offerings.

For a professional user experience, SW support team plays a crucial role in assuring customer satisfaction and success by providing top-tier technical support.

We are organized as a 4-tier support level structure with markets and regions positioned at level 1,2 3 respectively.

As a 4th level (Global) SW Support Specialist you would work closely together with our decentralized 1st and 2nd level support teams, resolve all escalated customer questions technical issues, ensure timely customer response for all support requests, collaborate with product development teams and analyze the ticket base for product improvement recommendations.

Your Civil engineering knowledge and competence would provide an extra edge to understand the customer pain-points and provide better resolutions enhancing overall customer experience.

Who is Hilti.

If youre new to the industry, you might not have heard of us.

We provide leading-edge tools, technologies, software, and services for the global construction industry, and beyond.

At Hilti strong customer relationships create solutions that build a better future, where there is pride and a sense of belonging across our 120 global locations.

Its where people explore possibilities, leverage their potential, own their personal development, and grow lasting careers.

What does the role involve.

Hilti Fastening and Protection Solutions offer engineering design and contractor productivity software solutions for professional construction business.

In this role you partner with Business Units, Competence Centers, Regions, Markets, Global IT and Digital Marketing to provide competent support for such software to our customers, our external and internal user base.

You ensure timely resolution of customer support requests, attend to incidents and persistently seeing each issue through to resolution, troubleshoot software access, management, how-to, engineering and technical support issues, follow and iterate on bug, product improvements, and feature-request reporting procedures.

In addition, you gather and report on customer feedback trends to improve the software product, identify opportunities to enhance support processes, coach lower level support teams towards fast and proficient incident resolution and process.

CAREER Our global head office is a multicultural workplace extraordinaire, with 65 different nationalities working with a shared set of values and mindset.

Or More than 200000 engineers around the world rely on our SW offering when designing structural fastening and fire protection solutions.

What do we offer.

You will be working with a team of people striving for excellence, with an open, inclusive and supportive culture.

Bring your own perspective and achieve results together with others.

Come to a place where you will own your development and career journey global or local, cross-functional or as a specialist.

If youre willing to go the extra mile, there is no limit to what you can achieve.

Relish the views from our modern and state-of-the art offices.

Enjoy a variety of healthy foods from the campus restaurants, keep in shape at the in-house gym, or commute with our e-bikes free of charge.

You will be amazed what the alpine life has to offer.

For the full range of benefits, take a look at https / / careers.

hilti.

li / en-li / about-us / your-benefits-hilti.

What you need is.

You hold a University Degree in Civil Engineering/Construction Industry or equivalent.

You have 3+ years hands on-experience in PROFIS Engineering and have worked/ consulted users in the market to use the software.

You convince people with your excellent verbal and written communication skills, paired with great analytical thinking.

You are passionate about customer satisfaction, thrive on solving problems, meticulous and detail oriented in your tasks, constantly seeking excellence through learning and growth.

You are fluent in English language (additional languages are an asset).

You are enthusiastic to work in Global FPS BU roles and considering a career path in the Business unit or regional assignments after.

Why should you