About Company
Hexagon is a global leader in digital reality solutions, combining sensors, software, and autonomous technologies. Hexagon US Federal specifically focuses on delivering these cutting-edge capabilities to U.S. government customers, addressing critical challenges in defense, intelligence, and civil sectors. We are dedicated to pioneering smart solutions that improve efficiency, productivity, and quality across various industries, from manufacturing and infrastructure to public safety and aerospace. Our culture is built on innovation, collaboration, and a commitment to excellence, fostering an environment where talent thrives and makes a tangible impact. Joining Hexagon US Federal means becoming part of a team that shapes the future with technology, working on projects that have national and global significance.
Job Description
Are you a customer support expert with a passion for technology and a talent for problem-solving? Hexagon US Federal is seeking a dedicated and dynamic Customer Support Executive to join our fully remote team, based out of the Hampton Cove, Huntsville area. In this pivotal role, you will be the first point of contact for our valued federal and commercial clients, providing exceptional technical assistance and ensuring their success with our advanced software and digital reality solutions. This is more than just answering calls; it’s about building relationships, understanding complex technical issues, and guiding users through resolutions that empower them to leverage the full potential of Hexagon’s innovative products.
As a Customer Support Executive, you will handle inquiries across various channels – phone, email, and chat – diagnosing problems, offering step-by-step guidance, and escalating complex issues to our engineering teams when necessary. We’re looking for someone who thrives in a fast-paced environment, possesses an analytical mind, and has the ability to translate technical jargon into clear, actionable advice. Your ability to empathize with users, maintain a positive attitude under pressure, and consistently deliver a high level of service will be crucial to your success and our customers’ satisfaction. This remote position offers the flexibility to work from your home office while remaining an integral part of a collaborative and supportive team committed to innovation and excellence. If you’re ready to make a significant impact by ensuring seamless customer experiences for cutting-edge technology, we encourage you to apply.
Key Responsibilities
- Provide first-line technical support to customers via phone, email, and chat for Hexagon US Federal software products and solutions.
- Diagnose, troubleshoot, and resolve technical issues, ranging from basic user inquiries to complex software configurations and operational challenges.
- Document all customer interactions, issues, and resolutions accurately and thoroughly in our CRM system.
- Escalate unresolved issues to higher-tier support teams, product specialists, or engineering, ensuring a smooth transition and continuous customer communication.
- Maintain a deep understanding of Hexagon's product portfolio, new features, and updates to provide up-to-date and effective support.
- Develop and contribute to knowledge base articles, FAQs, and support documentation to empower customers and improve self-service options.
- Proactively identify trends in customer inquiries and provide feedback to product development and sales teams for continuous improvement.
- Conduct remote training sessions or demonstrations for customers on product usage when required.
- Ensure compliance with service level agreements (SLAs) and strive to exceed customer satisfaction targets.
Required Skills
- Proven experience in a customer support, technical support, or help desk role, preferably within a software or technology company.
- Exceptional verbal and written communication skills with the ability to explain technical concepts clearly and concisely.
- Strong problem-solving and analytical abilities, with a methodical approach to troubleshooting.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and remote support tools.
- Solid understanding of Windows operating systems and general IT concepts.
- Ability to work independently in a remote environment while maintaining high productivity and collaboration with a distributed team.
- Customer-centric mindset with a strong commitment to delivering an outstanding customer experience.
- Adaptability and willingness to learn new technologies and software quickly.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Experience supporting geospatial software, CAD/CAM, or other specialized engineering/design software.
- Familiarity with federal government contracting environments or defense industry support.
- Experience with scripting languages (e.g., Python) or basic database queries (SQL) for troubleshooting.
- ITIL Foundation certification or similar customer service best practice training.
- Bilingual proficiency (e.g., Spanish, French) is a plus.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company matching.
- Generous paid time off (PTO) and company holidays.
- Opportunities for professional development, training, and career advancement.
- Flexible, fully remote work environment with a supportive team culture.
- Access to cutting-edge technology and innovative projects.
- Employee assistance program and wellness initiatives.
- A chance to work with a global leader and make a real impact on critical national initiatives.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please submit your resume and a cover letter detailing your relevant experience and why you are passionate about customer success in a remote environment. We look forward to reviewing your application and potentially welcoming you to the Hexagon US Federal team!