Technical Support Specialist
WFA Digital Insight
As demand for cloud-based ERP software grows, so does the need for skilled technical support specialists. INNERGY, a leader in the woodworking industry, is no exception. With a global team of over 200 professionals, the company is poised for expansion following the acquisition of Microvellum. This role is particularly interesting in today's remote job market, as it offers a unique blend of technical expertise, client-facing skills, and AI innovation. Candidates with experience in CAD/CAM software, design applications, or manufacturing technology will have a competitive edge. Before applying, it's essential to understand the importance of empathetic communication and technical troubleshooting in this role.
Job Description
About the Role
The Technical Support Specialist position at INNERGY is a vital part of the company's mission to deliver exceptional client experiences. As a key member of the support team, you will be responsible for ensuring clients receive timely, accurate, and empathetic assistance. This role requires a unique blend of technical expertise, communication skills, and AI innovation, making it an exciting opportunity for those passionate about solving complex problems.The Technical Support Specialist will work closely with clients, addressing their technical issues and providing support for INNERGY's Design and integrated CAD/CAM solutions. As the company continues to grow and expand its capabilities, this role will play a critical part in shaping the future of support and driving customer satisfaction.
INNERGY's commitment to collaboration, creativity, and ownership means that you will be part of a dynamic team that values open communication, continuous learning, and professional growth. With a strong focus on building a positive, supportive culture, the company is dedicated to fostering an environment where employees feel inspired to do their best work.
What You Will Do
- Manage and resolve client issues through Intercom and Microsoft Dynamics, ensuring responses meet SLAs and deliver a consistently positive experience
- Communicate complex technical concepts clearly and empathetically to build client confidence and trust
- Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations
- Support workflows including CAD integration, library configurations, and manufacturing processes to ensure seamless design-to-production operations
- Tag and label 'How-do-I' tickets to train Intercom AI, improving self-service resolution rates
- Leverage ticket history and pattern analysis to improve AI accuracy, reduce manual intervention, and scale automation
- Develop and maintain a knowledge base of reusable responses, how-to articles, and best practices
- Continuously refine documentation to improve internal efficiency and client self-service
- Create detailed, reproducible bug reports from client issues and collaborate with Engineering and Product teams to drive fast, high-quality fixes
- Track recurring issues and share insights to inform product improvements
- Accurately tag and categorize tickets for reporting and analytics
- Identify trends and partner with peers to refine workflows and elevate the overall support experience
What We Are Looking For
- 2+ years of experience in a technical support role, ideally within CAD/CAM software, design applications, or manufacturing technology
- Bilingual French and English
- Strong troubleshooting and analytical skills, especially in design-to-manufacturing workflows
- Proficiency with support platforms such as Intercom, Microsoft Dynamics, or similar systems
- Excellent written and verbal communication skills, with the ability to explain complex issues clearly and confidently
- Proven ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- Experience with Adjust and Excel is a plus
- Strong problem-solving skills, with the ability to think critically and outside the box
- Ability to work collaboratively as part of a remote team
Nice to Have
- Experience with AI-powered support systems and automation
- Knowledge of woodworking industry-specific software and technologies
- Certification in technical support or a related field
- Experience with data analysis and reporting tools
Benefits and Perks
- Opportunity to work with a globally distributed team of professionals
- Collaborative, dynamic work environment that values open communication and continuous learning
- Professional growth and development opportunities
- Access to cutting-edge technologies and tools
- Flexible, remote work arrangements
- Comprehensive benefits package, including health insurance and paid time off
- Opportunities for career advancement and professional development
How to Stand Out
- Be prepared to provide specific examples of your experience with technical support, particularly in CAD/CAM software or design applications.
- Showcase your ability to communicate complex technical concepts clearly and empathetically.
- Highlight any experience you have with AI-powered support systems and automation.
- Emphasize your problem-solving skills and ability to think critically and outside the box.
- Research INNERGY's products and services to demonstrate your understanding of the company's mission and values.
- Prepare questions to ask the interviewer about the company culture, team dynamics, and opportunities for growth and development.
- Be ready to discuss your experience with data analysis and reporting tools, and how you can apply this skill to improve the support experience.
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