Scope AR - Technical Support Specialist

Scope AR is a leader in the Augmented Reality (AR) space working with companies such as Lockheed-Martin and Unilever. Our frontier technology transforms the way that enterprises get critical knowledge to the people in the field who need it, when they need it.

Starting with the industrial sector, Scope AR has created innovative field assistance and knowledge management solutions for technicians by providing a centralized technology platform to host collaborative, real-time guided training for the workforce.

Working at Scope AR provides you the opportunity to create products that have a real and major impact on the way products around the globe are created. Lockheed-Martin, for example, uses our AR platform as part of their workflow to assist their team members to build the next NASA spacecraft, Orion.

Responsibiities

    • Responsible for first line support by helping to identify and resolve complex customer issues in a professional and in a timely manner through effective telephone or e-mail communication.

    • Stage and test customer scenarios and applications for in-depth troubleshooting and root cause analysis.

    • Promptly diagnose and troubleshoot issues for end-users, identifying solutions based on established processes and procedures.

    • Work collectively to triage, distribute and escalate IT Support tickets.

    • Manage customer relationships with attention to detail. Ability to clearly document interactions with clients within the support database. Provide comprehensive reporting of software defects and customer enhancement requests.

    • Identify patterns and obstacles that affect productivity and raise awareness of such issues within Scope's Product and Engineering teams.

    • Authoring technical documents for inclusion in the Customer Center Knowledge Base.

    • Play a significant role in the growth and development of our customer support competency.

Requirements

    • Technical Bachelor's degree.

    • 1-2 years’ experience in Technical Support.

    • Hands-on experience with software support in production environments.

    • Knowledge of software development process, programming languages, networking, software quality concepts.

    • Ability to build credibility & strong internal/external relationships.

    • Demonstrate mastery in follow-through and problem-solving.

    • Outstanding written and verbal English communication and comprehension skills.

    • Demonstrated ability to multi-task and work in a high-pressure environment with a mature and calm demeanor.

    • Passion for learning and teaching new technology and best practices.

Nice to have

    • Experience with Zendesk.

    • Experience with Software support environments.

    • Knowledge of Software Development Lifecycle.

We're growing our team quickly, so if you like solving hard problems, want to have real influence at work and have the skills listed above, we'd love to hear from you!