Do you have almost an uncontrollable desire to offer thorough, accurate advice when people are struggling with a problem? Are you technical by nature? Maybe you are tainted with a light-yet-healthy streak of perfectionism? A stickler for details but with a great affinity for communicating solutions? Do you live in Americas, speak and write excellent English, and have a penchant for 3D computer technology?

If these keywords fit your profile: Architecture & rendering, passion for 3D modeling/software, problem solving & customer care? Then read on, we may have a job that’s made for you.

Role and Responsibilities

As a Technical Support Specialist, you embody the values of Lumion as they are experienced by its customers. Our dedicated Customer Care team is one of the pillars of Lumion’s global success and you will play a key role in that team. Using your knowledge, communication and problem-solving skills, you will advise, educate and help Lumion users until they are satisfied. As a Technical Support Specialist, you will gather and summarize user information for our software developers. You proactively help our teams understand real-life use-case scenarios and participate in our internal QA processes as new features are developed. Because of your interest in PC hardware and software, you naturally stay up-to-date with all the latest trends and information.

In this role, you’ll get to

Use our Zendesk system to pick up any ongoing customer cases to ensure that customers are receiving a prompt, interruption-free service.
Help customers by using tutorials and articles from our extensive knowledge base
Update these resources whenever needed.
Deliver fast and reliable support by working within our forums and other direct customer channels
Regularly communicate with your colleagues in the Customer Care team, who are there to help and support each other
Assist with or coordinate short-term projects associated with Lumion releases: Some projects will be a part of your everyday work.
Once in a while, liaise with the Development team for bug testing and Q/A, and when needed, present cases to help in the development and delivery of software updates.

On your first day, we’ll expect you to have

A high level of expertise in working with Lumion.
A passion for topics related to 3D modelling, 3D visualization, computer software, computer hardware, architecture, landscape and design
An innate desire to help our customers: You display empathetic communication skills and an innate ability to identify and understand the customer’s point of view, and the real problem behind a customer’s question.
Excellent problem-solving skills – you don’t know all the answers but you do know how to find them.
Excellent English writing skills.
Self-reliance and can work on your own to achieve long-term goals and set targets.
Good knowledge of Windows OS – you know the ins and outs of the system settings and how they can influence Lumion software.
Advanced knowledge of computer hardware – you know how a computer is built and you know the difference between a GPU, CPU, PassMark scores, a PSU and an NVME m.2 drive, and you can easily explain all this in simple terms.
You will be based in Europe or the UK and will work remotely (from home if you prefer)

It’s nice if you have

CAD software knowledge: For example Revit, Sketchup, ArchiCAD, Rhino, AutoCAD, or other 3D modelling software
Adaptable to change.
Flexible in communicating with different cultures
Tendency to proactively engage with your colleagues
Propensity for sharing your own knowledge, coaching and training other colleagues and documenting it.
Experience of leading team-based projects
Some CSS and/or HTML familiarity is always a plus.
You enjoy reading and writing specialised articles for internal documentation tools (Zendesk/Wikis).
You have your own flavor of online friendliness, honesty and approachability in responding to user comments

What we offer

An opportunity to work creatively in an environment focused on people and teamwork
A place within a competent, passionate, dedicated and experienced team comprised of people of different nationalities
An attractive salary
Personalized working terms and conditions according to your specific needs, knowledge and experience.
Opportunity to work with an exciting, cutting-edge, leading architectural visualization software product.
The possibility to use your creativity, knowledge and input from idea to implementation
You can work remotely from your home office, being based in time zone of the USA, Canada or Latin America is key to this role.

Our product: Lumion

Lumion breathes life into computer-aided architectural design models by immersing them in real-life scenarios, worlds that are vivid, energetic and full of emotion.

Through the power of gaming and GPU technology, Lumion is changing the way architects imagine the future.

Our market-leading software makes it easy, intuitive and fast to create stunning renders that bring clarity to design decisions and fuel the creative process. First launched in 2010, Lumion continues to be the choice of a growing number of architects across the world. Learn more about Lumion here.

Our team: Act-3D

We are an innovative, fast-scaling software company with a global footprint. We adapt quickly and are constantly evolving.

Our team is international, partly distributed and rapidly growing. We play as a team and above all stay humble, open-minded and passionate about our mission to unleash architects’ creative potential. We work in an informal, friendly and supportive environment, where all individuals can contribute with their unique talents to our success. If this sounds like something that excites you, we’d love to hear from you!