SketchUp Technical Support in Westminster, Colorado - #72340 | VanderHouwen

Description

Job Id: 72340

SketchUp Technical Support
Our client is seeking a SketchUp Technical Support professional to provide responsive, customer-focused support for users navigating software, account, subscription, and technical issues. The ideal candidate is empathetic, detail-oriented, and comfortable managing a high volume of support requests while documenting interactions clearly and maintaining a positive customer experience.

This role is a hybrid model in Westminster, Colorado.

SketchUp Technical Support Responsibilities

• Respond to customer inquiries across email, phone, chat, and support queues while maintaining a friendly, professional, and solutions-focused approach.
• Troubleshoot customer issues related to account access, billing, subscriptions, entitlements, downloads, installation, extensions, crashes, and potential software bugs.
• Manage a high-volume case queue, responding to approximately 25 email requests and 10 phone requests per day while meeting service-level expectations.
• Document customer interactions, issue details, troubleshooting steps, and resolutions accurately within Salesforce or a similar case management system.
• Review customer communications carefully, ask clarifying questions, and explain solutions in plain language to ensure understanding.
• Proactively monitor individual queues and aging cases to keep requests moving efficiently and minimize backlog.
• Use knowledge base articles, internal resources, and troubleshooting guides to resolve issues or determine when escalation is appropriate.
• Follow established communication, escalation, and incident management protocols to route complex issues to the appropriate teams.
• Stay current on product updates, promotions, internal tools, and support processes through training and ongoing learning.

SketchUp Technical Support Qualifications

• 2+ years of experience providing customer support through email, phone, chat, or similar support channels.
• Experience supporting SaaS products, software platforms, or technical customer issues is preferred.
• Strong customer service skills with the ability to create a positive, empathetic, and professional experience for users.
• Experience using Salesforce, ticketing systems, customer support platforms, or remote support tools.
• Technical aptitude with the ability to troubleshoot software, account, access, installation, and system-related issues.
• Strong written and verbal communication skills, including active listening, clear documentation, and the ability to adapt messaging for different audiences.
• Ability to manage time effectively, prioritize requests, and maintain accuracy in a fast-paced support environment.
• High attention to detail when gathering issue information, documenting case notes, and following support procedures.
• Ability to remain calm, professional, and solutions-oriented when working through urgent or complex customer concerns.
• Familiarity with Google Suite, common computer systems, and multiple operating systems such as Windows, Android, iOS, or Microsoft environments.
• Bachelor’s degree, equivalent experience, or experience in a SaaS support/customer solutions environment.
• Exposure to 3D modeling, 3D graphics, architecture, engineering, design, energy performance, or user experience is a plus.

Compensation: $18-$19/hr. (DOE)

VanderHouwen Contractors Enjoy Exceptional Benefit Perks!
As an eligible contract employee with VanderHouwen, you’ll have access to a full suite of benefits designed with your well-being in mind. Our comprehensive package includes medical, dental, vision, life insurance, short- and long-term disability, and a matching 401(k) to help secure your future.

Meet VanderHouwen
What kind of recruiter do you see yourself working with? One who prioritizes your best interest, no matter what? VanderHouwen does, and we’re in it for the long game! Our recruiters focus on YOU, building meaningful, long-term relationships while developing a deep understanding of companies’ staffing needs and workplace cultures. This approach helps us find an ideal job match that aligns with your unique career aspirations and goals.

VanderHouwen is an award-winning, Women & Diversity-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen places experienced professionals across the nation! Our recruitment teams specialize in either Technology and IT, Engineering, Human Resources, or Accounting and Finance career markets. Partner with us to land your next exciting career!

VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state, or federal civil rights laws.

#LI-Hybrid