Do you have an innate desire to offer thorough, accurate advice when someone is struggling with a problem? Are you tech-savvy by nature? Do you have a flair for details with a great affinity for communicating solutions? Do you live in Oceania, Australia, or Eastern Asia, speak and write excellent English, and have a penchant for rendering software? If so, this position might be for you.
Role and Responsibilities: You are the voice of Lumion and the embodiment of its values and principles as they are experienced by its customers. Our dedicated Customer Care team is one of the pillars of Lumion's global success. Over the past decade, the Lumion team has repeatedly proven dedication to the customers, whether personally assisting with a product installation or helping customers make the most out of Lumion by solving any technical problems. With your CAD and Lumion knowledge, ability to diagnose PC software and hardware issues, you'll be helping assist our users. With your excellent communication skills, you will advise, educate, guide, help, and solve issues firsthand.
You will be based within one of the regions mentioned above and will work remotely; working from home is an option. As a Technical Support Specialist, you will gather and summarize user information for our software developers. You will proactively help our teams understand real-life use-case scenarios and participate in our internal QA processes as new features are developed.
A typical day: On a typical day, you'll start by logging into our internal team chat to catch up with the latest news and developments as well as check and answer your emails. As a priority, you'll use our Zendesk system to pick up any ongoing customer cases to ensure that customers are receiving a prompt, interruption-free service. When helping a customer, you'll provide guidance and education on several topics. You will use tutorials and articles found on our extensive knowledge base to help customers, and you will update these resources when needed. You will also work within our forums and other direct customer channels, to deliver fast and reliable support. Your colleagues within the Customer Care team are there to help and support each other.
There will be several projects in which you will assist and/or help coordinate/lead. These projects will be part of your everyday work. Once in a while, you will coordinate with the Development team for any bug testing and Q/A, and occasionally present cases to help in the efficient development and delivery of software updates. The Development team is always there to assist throughout this process.
Who you are: We're looking for someone who is helpful by nature, autonomous, analytical, structured, with sufficient experience in 3D visualization and CAD software. You're an active and supportive listener and a constructive team player, passionate about helping people and eager to push the boundaries of the industry's standard for customer care.
What you bring to the table: Crucial: Experience in working with Lumion. You handle our software at expert level.
Excellent problem-solving skills – you may not have all the answers, but you excel at finding them.
Excellent English writing skills.
An innate desire to help our customers. You display empathetic communication skills and an innate ability to identify and understand the customer's point of view – you are attuned to the real problem behind a customer's question.
You're able to dedicate 30 to 40 hours a week to this role.
You are self-reliant and can work on your own to achieve long-term goals and set targets.
You are passionate about topics related to 3D modeling, visualization, computer software, computer hardware, architecture, landscape, and design.
Good knowledge of Windows OS - you know the ins and outs of the system settings and the impact they have on our software.
Advanced knowledge of computer hardware - you know how a computer is built, the difference between a GPU, CPU, PassMark scores, a PSU and an NVME m.2 drive, and you can easily explain all of the above in simple terms.
You have to be living and working in the timezone GMT +8 hours and up.
Preferred: CAD knowledge in software such as Revit, Sketchup, ArchiCAD, Rhino, AutoCAD (This is an important plus!) and knowledge of other 3D modeling software (including some, but not limited to the applications compatible with LiveSync).
Easily adaptable to change.
Knowledge of the sensitivity in communicating with different cultures.
You love working in a team environment and are able to identify areas that the company can improve on to increase the team's efficiency.
You are capable of comprehensively sharing your knowledge, coaching and training other colleagues and documenting it.
You have led and coordinated team projects in the past and are willing to in-depth learn Customer Care tools such as CRMs (Zendesk).
Some CSS and/or HTML familiarity is a plus.
You enjoy reading and writing specialized articles for internal documentation tools (Zendesk/Wikis).
You have your own flavor of online friendliness, including honesty and approachability in posting and responding to user comments.
What we offer: Competitive compensation as one of our contracting colleagues. This is a contract position.
An opportunity to work creatively in an environment focused on people and teamwork.
A place within a competent, passionate, dedicated and experienced team comprised of people of different nationalities.
Personalized working terms and conditions according to your specific needs, knowledge and experience.
Opportunity to work with an exciting, cutting-edge, leading architectural visualization software product.
The possibility to use your creativity, knowledge and input from idea to implementation.
Contact and how to apply: Ready to apply? Send an email with your CV and portfolio using the headline Technical Support Specialist at
For any questions or additional information regarding the position, kindly use the email address mentioned above.
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