Digital Solutions / SaaS Application Support Specialist

Company Description

At AECOM, we're delivering a better world.

We believe infrastructure creates opportunity for everyone. Whether it's improving your commute, keeping the lights on, providing access to clean water or transforming skylines, our work helps people and communities thrive.

Our clients trust us to bring together the best people, ideas, technical expertise and digital solutions to our work in transportation, buildings, water, the environment and new energy. We're one global team - 47,000 strong - driven by a common purpose to deliver a better world.

Here, you will have freedom to grow in a world of opportunity.

We will give you the flexibility you need to do your best work with hybrid work options. Whether you're working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

You will help us foster a culture of equity, diversity and inclusion - a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

We will encourage you to grow and develop your career with us through our technical and professional development programs and diverse career opportunities. We believe in leadership at all levels. No matter where you sit in the organization you can make a lasting impact on the projects you work on, the teams and committees you join and our business.

We offer competitive pay and benefits, well-being programs to support you and your family, and the development resources you need to advance your career.

When you join us, you will connect and collaborate with a global network of experts - planners, designers, engineers, scientists, consultants, program and construction managers - leading the change toward a more sustainable and equitable future. Join us and let's get started.

Job Description

AECOM is seeking a Digital Solutions / SaaS Application Support Specialist to join our Enterprise Capabilities team. This will be a remote/virtual position that can be based from a variety of locations in the US or Canada.

Team Description

• From our software-as-a-service platforms PlanEngage and PipeInsights, to our Virtual Consultation Room, and digital twin platforms for critical infrastructure, Digital AECOM has developed user-friendly interfaces and approaches that provide greater connectivity between data, projects, and communities.
• The Digital Delivery team help to drives tool adoption by providing expert training and support and demonstrating to stakeholders their value in enhancing project outcomes.

Job Description

• Interacts with external customers through online ticketing system and via online chat, video conference, or email communication channels to provide support and information on our Digital SaaS products
• Uses knowledge of the Digital product portfolio to guide users through features and functionalities, quickly identify customer needs and address inquiries, or otherwise escalate to appropriate channels
• Ensures that appropriate actions are taken to resolve customers problems and concerns while maintaining customer accounts and records of customer interactions with details of issues, inquiries, or comments
• Update our internal databases with information about technical issues and relevant discussions with customer; share feature requests, effective workarounds, and valuable feedback with Support, Product, and Marketing team members
• Support the Digital team in designing and developing training materials and documentation for our SaaS products; proactively identifies opportunities to uplevel and update existing documentation and training programs to keep resources current and relevant

Qualifications

Minimum Requirements:

• High school diploma plus at least 2 years of relevant application, SaaS or technical support experience.
• Excellent communication and problem-solving skills
• Patience when handling tough cases
• Service-oriented and able to resolve customer grievances in a timely manner

Preferred Qualifications:

• Experience using Zendesk support software and/or other remote support tools
• Experience within the AEC or similar industry

Additional Information

• Due to the remote nature of this position, relocation assistance is not available.
• Sponsorship for relevant country work authorization is not available for this position.

With infrastructure investment accelerating worldwide, our services are in great demand, and there's never been a better time to be at AECOM! Join us, and you'll get all the benefits of being a part of a global, publicly traded firm - access to industry-leading technology and thinking and transformational work with big impact and work flexibility.

AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We're the world's trusted global infrastructure firm, and we're in this together - your growth and success are ours too.

As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

Join us and let's get started.

ReqID: J10082281

Business Line: PCC

Business Group: DCS

Strategic Business Unit: Enterprise Capabilities

Career Area: Information Technology

Work Location Model: Remote