Customer Support Specialist - Technical Focus

2 days ago

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EAC Product Development Solutions

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Transforming the way you design, manufacture, connect to, and service your products.

PLM • CAD • Product Development • Business Process Consulting • Consulting

51 - 200

Description

• This position is USA remote (or if in the Minneapolis, MN area it can be hybrid) • The Technical Support Specialist will join a dynamic Windchill PLM support team • Emphasizing collaboration, communication, and customer-centricity • You'll take on a diverse range of responsibilities, working closely with both our clients and the broader PTC product development team • As the primary point of contact for customer issues, you'll swiftly address software concerns • Employing thorough root cause analysis and resolution techniques to ensure customer satisfaction • Our Customer Experience team is dedicated to delivering a seamless PTC customer journey • Aiming to surpass expectations and propel customers towards unprecedented success • Leveraging deep product knowledge and superior customer support skills

Requirements

• Bachelor’s Degree in Computer Science, Information Systems, Business, or Engineering • 2+ years’ professional experience in technical support, preferably in a software or technology-related industry • Prefer to have industry knowledge of PTC products and their integration with customer systems • Preferably 3+ years of experience • Sound knowledge and hands-on exposure to NetSuite and/or Zendesk • Exposure to the implementation, support, consulting, or development in enterprise business applications including XML, Web Services, HTML, SQL, Java, and JavaScript • 2+ years of experience Coding, testing and/or debugging applications programs • Experience supporting mobile applications interfacing with SaaS applications, including iOS, Android, and Windows mobile • Ability to quickly adapt to new technologies • Basic diagnostic ability, tuning, and/or changing complex applications to optimize the product to perform to customer expectations • Exposure to enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware) • Ability to develop a coherent plan of action that meets stakeholders needs to resolve a given situation as quickly as possible • Excellent problem-solving skills and the ability to troubleshoot technical issues independently • Prior customer facing experience, preferably in a call center setting • Must have excellent verbal, written, and interpersonal communication skills with the ability to communicate technical concepts effectively to non-technical stakeholders if needed • Must have ability to work with time-sensitive deadlines, manage multiple priorities simultaneously, and meet the project and corporate goals • Must possess good organizational skills, be able to work independently with focus and discipline to achieve the customer and company goals • Ability to perform consistently with high collaboration and output

Benefits

• Medical and dental insurance • Employer Paid Short Term Disability • Flexible PTO (take as you need, no accrual) • Vision insurance • Dental Insurance • 401(k) Plan • Basic Life, AD&D, and Disability Insurance • Employee Assistance Program • Paid Holidays • Eligible for bonuses