Frontline Support Technician - Houston, TX

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We are looking for an Frontline Support Technician for our Houston, TX office.

Customer success is a critical component to ECAD’s mission of ensuring high customer satisfaction and our Frontline Support Technicians are part of that mission. We are looking for a passionate and dedicated individual to join our Frontline Support team in Houston, TX. At ECAD, we pride ourselves in delivering the absolute best customer experience. Our solutions aim to make the design process easy, and our team does the same by providing a refreshing experience to all of our customers. As an Frontline Support Technician, you will aid in the company’s customer retention by ensuring that customers technical support issues are resolved in a timely and satisfactory manner. Frontline Support Technician is responsible for resolving customer technical support cases via emails or phone calls. A Frontline Support Technician’s primary duty is walking customers through the process of achieving their goal with the software, whether the problem relates to a user error, a bug or something else entirely.

ESRI is the parent company of ArcGIS, the world’s most powerful mapping and spatial analytics software. ArcGIS offers unique capabilities and flexible licensing for applying location-based analytics to your business practices.

Responsibilities include but are not limited to...
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on ECAD products or services
  • Record events and problems and their resolution in CRM
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
Qualifications and Requirements
  • High School Diploma or equivalent
  • Extensive knowledge of the company’s products/service
  • Interpersonal skills
  • Basic technical Skills
  • Proactive
  • Business and Tech Savvy
  • Analytical
  • Takes initiative
  • Persuasive
  • Ability to work on customer relationship management applications
  • Good Communication Skills
  • Attention to Details
  • Previous Manufacturing, Civil, Architectural or Construction industry experience a plus
  • Previous IT experience a plus
  • Previous Tech Support experience a plus
Employee Benefits 
  • Competitive salary (Commensurate with experience) plus commission
  • Employer matched 401k
  • Health, dental, life insurance
  • 8 paid holidays

If interested, please submit your resume to

ECAD, Inc. is a leading vendor of Autodesk software and is respected by Autodesk as one of the top resellers in the United States. 

ECAD, Inc. is an Equal Opportunity Employer