✨ AI Insights & Summary
INNERGY presents a compelling opportunity for a Technical Support Specialist to join a rapidly growing, globally distributed team transforming the woodworking industry with cloud-based ERP software. This role uniquely blends client support with technical troubleshooting and AI innovation, allowing you to directly shape customer satisfaction and product improvement. If you possess strong analytical skills, a passion for problem-solving within design-to-manufacturing workflows, and an interest in training AI systems, this is a chance to make a visible impact and contribute to the future of a dynamic industry.
About INNERGY
INNERGY is revolutionizing the woodworking industry with purpose-built, cloud-based ERP software tailored for custom manufacturers. Our platform enhances business efficiency by connecting design, production, and delivery for architectural millwork, cabinetry, and casework. Founded in 2016, we are a global team of over 200 professionals united by deep software expertise and a passion for solving real-world problems. We foster a culture of collaboration, creativity, and ownership, empowering our team to do their best work. With recent growth and the acquisition of Microvellum, we are expanding our capabilities and accelerating our vision for a connected end-to-end platform.
About the Role
As a Technical Support Specialist at INNERGY, you will be the frontline of client assistance, ensuring they receive fast, accurate, and empathetic support while maximizing their use of INNERGY Design and integrated CAD/CAM solutions. This pivotal role involves troubleshooting complex technical issues, collaborating with internal teams, and actively contributing to the evolution of our support systems by training AI to anticipate and resolve client needs automatically. You will bridge client experience, technical excellence, and AI innovation, directly impacting customer satisfaction, operational efficiency, and product development.
Key Responsibilities
Client Support & Experience
- Manage and resolve client issues via 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.
Technical Troubleshooting
- 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.
AI & Automation Enablement
- 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.
Knowledge Management
- 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.
Bug Reporting & Collaboration
- Create detailed, reproducible bug reports from client issues.
- Collaborate with Engineering and Product teams to drive fast, high-quality fixes.
- Track recurring issues and share insights to inform product improvements.
Data & Process Optimization
- Accurately tag and categorize tickets for reporting and analytics.
- Identify trends and partner with peers to refine workflows and elevate the overall support experience.
Qualifications
- 2+ years in a technical support role, ideally within CAD/CAM software, design applications, or manufacturing technology.
- Bilingual in 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 manage multiple tickets in a fast-paced environment with accuracy and composure.
Preferred Qualifications
- Familiarity with INNERGY Design, Microvellum Toolbox, and AutoCAD-based systems.
- Experience writing structured bug reports and collaborating with development/QA teams.
- Exposure to AI-assisted support platforms or willingness to learn AI training methods.
- Detail-oriented approach to ticket categorization, data tagging, and reporting.
Success Indicators
- Maintain client satisfaction scores above defined benchmarks.
- Contribute to measurable reductions in manual ticket load through effective AI training and documentation.
- Deliver accurate, actionable bug reports that accelerate engineering response time.
- Demonstrate continuous improvement in support efficiency, response quality, and knowledge sharing.
Additional Information
Accessibility & Work Environment
INNERGY is committed to an inclusive and accessible work environment, supporting reasonable workplace adjustments for individuals with disabilities in accordance with applicable Australian laws. Please inform us if you require adjustments during the recruitment process or in your role. This role is primarily computer-based, involving extended screen time and digital communication. Work can be performed remotely or in an office, depending on role and location. INNERGY prioritizes employee wellbeing, flexibility, and a safe working environment across all regions.
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