Technical Support Specialist

2 days ago

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PTC

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Product Development Solutions • PLM - Product Lifecycle Management • CAD- Computer Aided Design • Internet of Things • Application Lifecycle Management

5001 - 10000

Description

• Ensure customer success by owning and advocating customer issues to meet or exceed expectations. • Provide solutions and workarounds for medium to difficult technical issues. • Collaborate cross-functionally with peers, developers, product owners, management, and other departments to deliver successful customer solutions. • Document developed solutions aligned with best practices and standards to ensure continuous knowledge transfer and customer self-help. • Participate in training and workshops for continuous improvement and development. • Manage assigned cases using Salesforce to track, document, monitor, and communicate customer expectations, issues, status, action items, and deliverables. • Support ISO 9000 processes and work with peers worldwide to provide first-class support for mission-critical customer issues. • Address enterprise down situations with utmost priority to ensure high availability of application services as per defined SLA. • Develop customer service and communication skills, understand customer needs, and guide their expectations. • Manage multiple urgent issues in parallel with confidence, communication, and good interpersonal skills. • Work with team members, management, and cross-functionally to achieve the mission. • Ability to support weekend shifts per the team's rotating schedule.

Requirements

• 1-2 years experience utilizing skills and knowledge listed above • Associates degree in a technical field (IT, CS, Programming, etc.) • US Citizenship- must have or be able to obtain a Security level clearance • Experience working in a software support role • ETL tools (Pentaho PDI, Informatica IICS, Informatica PowerCenter) • Understanding of Cloud technology • Customer facing troubleshooting skills • Ability to debug and read Java logs • Experience using Oracle Database

Benefits

• medical, dental and vision insurance • paid time off and sick leave policies • tuition reimbursement • 401(k) contributions and employer match • flexible spending accounts • life insurance • disability coverage • generous commuter subsidy