**Bilingual Customer Support Specialist - ON!Track**

**Tulsa, OK** Reference No: WD-0008763 The role of SaaS Customer Support Specialist is to provide customer support to an array of SaaS solutions. This position is responsible for coordinating, supporting, and servicing ON!Track, Jira, and Hilti Connected Application customers and field personnel.

If youre new to the industry, you might not have heard of us. We provide leading-edge tools, technologies, software and services for the global construction sector. We have a proud heritage, built over 75 years, and a worldwide reputation for pioneering products and exceptional service. With 30,000 people in more than 120 countries, which were looking to expand, were a great place for you to show us your worth, step up to new challenges and grow your career.

Provide product and technical service support to customers and Account Managers (AMs) in the field

Ensure high-level customer satisfaction by analyzing customer situations and providing appropriate support

Evaluate inbound caller issues and help with utilizing the appropriate support information and documentation

Assume full ownership of incoming support requests and follow up as needed to ensure problem resolution

Escalate cases to Level II support when appropriate, determining the most effective solution to a problem

Provide pre-sales technical expertise to AMs as needed on software functionality

Understand and present Hilti's Channel Strategy, Lifetime Services Strategy, New Product and Trade Strategy

Responsible for sustaining and continuing knowledge of existing and new software version releases and add on feature functionality

Handle transactions involving customer terms and conditions in accordance to Hilti's legal guidelines and any applicable regulatory standards

Responsible for receiving and processing inbound calls, faxes, emails, repair and technical inquiries from both customers and field sales personnel

Multi-task between special projects and daily responsibilities

Provide quality service to approximately 30 - 40 customer contacts each day

Additional duties, as assigned

Hilti has been consistently recognized by Selling Power Magazine as a top company to sell for and is a 2021 Fortune 100 best companies to work for. Well give you everything you need to excel in your role, including your own van full of tools and one-to-one coaching. Youll enjoy a rare combination of autonomy and camaraderie, as youll manage your own book of business while being part of a friendly team.

Well give you lots of responsibility, including your own portfolio of customers and these might be trades experts, project managers, or company leaders. From there, well trust you to do whatever it takes to deliver outstanding results. Go the extra mile and well reward you with unrivaled training, development, and career opportunities as soon as youre ready for the next challenge.

At Hilti you will find a culture where over 80% of our management team has been promoted from within and our average employee tenure exceeds 9.6 years. Join Hilti to begin your long term career with a global leader in a fast paced and exciting industry.

**What you need is:**

* Bachelors Degree required, preferably in Business field of study

* Strong technical skills required

* Must possess technical savvy and have strong communication skills to support customers with software and hardware issues

* Strong customer relationship management skills required

* Strong attention to detail and demonstrated follow-up

* Fluent in the Hilti Value Proposition and demonstrated ability to drive customer business to multiple channels

* Demonstrated decision-making, planning, and organizing ability required

* Demonstrated commitment to success, flexibility, and team orientation required

* Strong knowledge of computer information systems such as SAP, Microsoft Word and Excel

* Ability to handle multiple projects simultaneously required.

* Bilingual English-French, required

Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Plano, TX Act as the customer / IT liaison during analysis (AGILE Product Owner role), requirements definition, and design activities; maintaining an understanding of a broad range of business processes and related systems

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