Simpson Strong-Tie

Simpson Strong-Tie is a leader in engineered structural connectors, software, and solutions for the building industry. We maintain a reputation as a trusted manufacturer, partner, and corporate citizen committed to our customers and employees.

Our founder, Barc Simpson established 9 Principles of Business we live out as company values and have made Simpson Strong-Tie an inspiring place to work since 1956. Our team of talented people are dedicated to our shared mission: to provide solutions that help people design and build safer, stronger structures.

Learn about our company culture directly from our team.

YOU

As a Technical Customer Support Specialist, you will be responsible for software support of applications created by Simpson Strong-Tie. This includes support for configuration, documentation, installation, upgrades and troubleshooting across a wide array of software applications.

You will act as a liaison between customers and our software product and development teams by collaborating, as a subject matter expert, to bridge various parties. Translate end-user specifications and issues into actionable technical requirements for our software and development teams. Collaborate to further enhance the system to meet the needs of our customers today and in the future. Support internal teams in testing new features and software improvements, ensuring alignment with customer needs.

WHAT YOU’LL BE DOING (% of Time)

Exhibit strong customer focus by providing technical expertise through multiple intake paths. Exhibit quality decision making and drive for results by removing barriers for the customers. Resolve complex customer complaints, researching to provide solutions, while maintaining a positive and solutions-oriented demeanor. Troubleshoot reported issues with host environments for network, performance, and configuration settings that are out of line with software requirements. Proactively evaluate, troubleshoot, and follow-up on customer issues. Maintain sound records and documentation to aid in streamlining the customer experience, escalating when necessary. Utilize customer management tools diligently to track customer interactions and assist in the delivery of a quality customer experience. (50%)

Assist in translating expert knowledge of the software into usable content for the different public facing help channels used to support our customers. (20%)

Maintain thorough knowledge of Simpson Strong-Tie Builder software products, features and releases by participating in trainings, team meetings and reviewing videos and other documentation. (20%)

Support the customer in the deployment of enhancements, validating the solutions are deployed and meet customer requirements. (10%)

DESIRED SKILLS AND EXPERIENCE

If you can do everything listed above, you’ve got what it takes. Perhaps some of the following would be helpful too:

• Bachelor’s Degree in a related field, engineering or another technology-focused field, or equivalent experience required. Autodesk software certification preferred.
• 3 plus years’ experience using Autodesk software products such as (AutoCAD, Architecture, Revit)
• Revit experience, design experience, and construction industry knowledge preferred.
• Communication: Ability to write in a clear, concise, organized, and convincing manner for the intended audience. Ability to effectively present information to groups of managers, team members and customers.
• Problem Solving: Ability to identify the information needed to solve problems effectively.
• Composure: Ability to stay calm and in control in tense or frustrating situations.
• Customer Focus: Ability to cultivate relationships that secure commitment and trust with external and internal customer needs.
• Time Management: Ability to organize and plan the division of one’s own time between specific activities.
• Action Oriented: Ability to willingly take practical action to deal with a problem or situation in a timely manner.
• Organization: Ability to arrange resources to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
• Presentation Skills: Ability to deliver effective and engaging presentations of technical content to our customers to help them better understand the subject matter at hand.
• Fundamental understanding of computer operating systems and their environments.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is frequently required to sit, talk, and hear, and sometimes walk and stand. While performing the duties of this job, the employee may occasionally push or lift 25 lbs.

WORK ENVIRONMENT

This job operates in a professional office environment where standard office equipment such as computers, phones, printers/scanners, etc. are frequently used.

Travel

This position requires domestic and international travel up to 5% of the time.

Work Status & Location

This full-time, exempt position is located at one of our US branches and is open to remote.

Relocation

Relocation is not available for this position.

Pay

$63,500 - $82,500 / year

• Posted pay range is based upon national average and may vary depending on geographical work location.

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REWARDS AT SIMPSON STRONG-TIE

We recognize and reward employees with a carefully designed and comprehensive rewards package, including competitive compensation, quarterly bonuses or commission and first-rate benefits. May exclude some positions, such as seasonal jobs.

• Quarterly Bonuses/Commission: You will be eligible for either a bonus or commission, paid on a quarterly basis. We believe all employees affect customers, sales and revenue — directly or indirectly – and should be rewarded by sharing the company profits.
• Benefits: We provide a wide range of benefits for eligible full-time employees including: medical, dental, vision, retirement contributions, employee stock purchase and bonus plans, pay for holidays, vacation, sick days, funerals and jury duty, years of service awards, employee discounts, employee referral bonuses, charitable contribution matching, education reimbursement and more. View benefit plan details here: https://benefits.strongtie.com/.

In keeping with the Company's commitment to the communities in which it does business, we are an equal opportunity employer. This means that to the fullest extent required by local law, employment decisions are based on merit and business needs and not on race, color, citizenship status, national origin, ancestry, sex, gender (which state law may define to include gender identity/expression, transgender identity, pregnancy, childbirth or related medical condition, and gender stereotyping), sexual orientation, age, religion, creed, physical or mental disability, genetic information, medical condition, covered marital status, protected veteran status, or any other basis protected by applicable law.

Please note all job offers are contingent upon a successful background investigation and drug test. Simpson Strong-Tie's drug policy is based upon Federal Law, and therefore will screen applicants for amphetamines, including methamphetamines, cocaine, phencyclidine, opiates, and marijuana. Where applicable, drug testing for marijuana may be modified to conform with state and local laws.

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