Who We AreWe are a leading BIM company specializing in hands-on, field-focused Building Information Modeling (BIM) services. Since our establishment in 2007, we've grown into the largest and most experienced BIM production service provider in the United States, with over 5,000 projects completed. Our dedicated team of more than 500 professionals delivers tailored BIM solutions, including MEP Modeling, VDC/BIM Management, Laser Scanning, and Scan to BIM, by collaborating with architects, engineers, and owners to meet their specific needs.The RoleAs a Product Support, you will be the first point of contact for clients and internal teams, acting as the bridge between customers, the Service Desk, and Product Owners. Your primary responsibility is to analyze incoming requests and issues, translate them into actionable insights, and ensure they are prioritized, tracked, and converted into deliverable solutions.Top Job ResponsibilitiesServe as first-line support and customer-facing contact through the Service Desk or other support channels.Review, analyze, and interpret client requests and incidents, transforming them into clear action items.Perform issue triage by prioritizing problems based on volume, impact, and urgency.Maintain continuous communication with clients to define step-by-step solutions.Coordinate with Product Owners to align priorities and next actions.Update and manage ticket statuses within the Service Desk.Collaborate with data and analytics teams to assess trends and KPIs.Minimum Requirements And SkillsBachelor's degree in business administration, Data Analytics, Computer Science, Engineering, or a related field.3+ years of experience in product support or Service Desk RolesAdvanced proficiency in English.Knowledge of BIM concepts and workflows.Familiarity with tools like Jira, SQL, Excel, and Revit is a plus.You Are Great For This Role If YouAre adaptable and able to adjust to different industries, with experience in a variety of projects and products.Have experience working with data and applying it to business or product decisions.