Customer Support Technology Specialist

Graphisoft empowers teams to design great buildings through award-winning software solutions, learning programs, and professional services for the AEC industry. Our award-winning products and solutions support OPEN BIM for workflow transparency, longevity, and data accessibility for built assets. Archicad, the architects' BIM software of choice, offers a complete end-to-end design and documentation workflow for architectural and integrated architectural and engineering practices of any size. BIMx, the most popular mobile and web BIM app, extends the BIM experience to include all stakeholders in the building design, delivery, and operations lifecycle. BIMcloud, the AEC industry's first and most advanced cloud-based team collaboration solution, makes real-time collaboration possible across the globe regardless of the size of the project and the speed or quality of the team members' network connection. DDScad solutions support users with intelligent Mechanical, Electrical, and Plumbing (MEP) design tools, integrated calculations, and comprehensive documentation of all building system disciplines. Graphisoft is part of the Nemetschek Group. To learn more, visit

The Customer Support Technology Specialist plays a key role in optimizing support processes and ensuring the efficient operation of ticketing systems within the global customer support organization. This role focuses on workflow improvements, report and dashboard creation, documentation and continuous enhancements to enable a globally universal, omnichannel support model of the Company's subscription products. The position collaborates closely with stakeholders to identify optimization potential and helps drive projects that improve the overall support experience

Responsibilities:

• Analyze and document current support workflows in the ticketing system
• Recommend and implement incremental changes to ticket handling, routing, escalation, and process standardization across global teams.
• Act as a point of contact for day-to-day system questions and operational issues and support training and onboarding initiatives for end users.
• Maintain clear, user-friendly documentation including known issues, process changes, and system best practices.
• Support the testing and rollout of new AI-driven features within the ticketing or support environment.
• Collaborate with customer support and cross-functional teams during the design, implementation and feedback phases of AI integration projects.
• Collect and organize feedback from support teams to ensure new tools meet practical operational needs.
• Analyse operational support data to assess workflow efficiency and identify opportunities for further automation or improvement.
• Collaborate with support managers to understand reporting and dashboard requirements. Design, build, and maintain custom dashboards and reports that visualize key metrics.
• Ensure accuracy, consistency and timeliness of data for reports and dashboards to support effective, data-driven management.
• Update dashboards and reports based on evolving business needs and stakeholder feedback while maintaining appropriate version control and documentation.

Requirements:

• Experience with ticketing or customer support systems
• Proficient in creating and managing dashboards, reports, and analytics solutions aligned to stakeholder requirements.
• Solid skills in data analysis, interpretation of support metrics and KPI monitoring.
• Comfortable conducting user training and creating user-friendly documentation.
• Ability to manage multiple priorities and work independently with minimal supervision.
• Familiarity with customer support operations and process improvement methodologies.
• Fluent in English (written and spoken).

Attributes:

• Analytical mindset with strong problem-solving abilities.
• Effective communicator, able to collaborate with both technical and non-technical colleagues globally.
• Detail-oriented with a focus on accuracy and quality.
• Proactive, self-motivated, and committed to ongoing process.
• Collaborative and open to feedback.
• Ability to adapt to a fast-paced and evolving environment.
• Customer-centric mindset with a passion for delivering exceptional support experiences.

What we offer:

• The flexibility of a hybrid workplace with at least 1 day / week home office
• Cafeteria package
• Medicover insurance
• Access to LinkedIn courses
• Company issued notebook and mobile phone (with unlimited data plan to support home office)
• Employee Assistance Program for personal, legal, financial, or health-related support
• International, inspiring, and dynamic environment
• Challenging and various tasks
• Continuous learning & development opportunities