Our world is transforming, and PTC is leading the way.Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.
Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
The Customer Support is the first contact a customer will have, as a Customer Support Engineer, you will handle inbound requests for service, ensure the details of the issues are captured, obtain a clear understanding of the customer request. The role will also be responsible for the scheduling and execution of customer environment updates, requiring a high attention to detail, with the ability to follow prescribed processes in an exact order, ensuring 100% success when upgrading customer environments. Using your technical skills, you will leverage the knowledge available through documentation, knowledge search and your own skills, to troubleshoot and where possible, resolve cases for customers. You will also manage upgrade requests from customers, where you will assess, schedule and complete the upgrade process with customers and the ServiceMax team.
Job Responsibilities
- Provide coverage for all upgrade requests including an extreme attention to detail and process execution.
- Engage customer concerning expectations and required information for successful upgrade of ServiceMax production and lower environments.
- Meet or exceed the SLA's, Case Quality and Customer Satisfaction (CSAT) score per the company standards.
- Collaborate with customers and ServiceMax functional teams to integrate, implement software updates, change requests and application support activities.
- Management of Upgrade cases, working with the Enterprise Solution Architect (ESA) as necessary, to confirm the cases are properly created and approved
- Follow up with customers on issues identified by ESA as potential non-starters for the upgrade and ensure they are resolved prior to upgrade
- Build strong and effective working relationships with Customer Support, CCS, organizations.
- Ensure customer requested escalations are properly prioritized and the Support Management team is notified.
- Perform upgrade or provide required information and guidance to assist customer with completing upgrade
- Provide coverage for all upgrade requests
- Engage customer concerning expectations and required information for successful upgrade
- Management of Upgrade cases, working with the ESA as necessary, to confirm the cases are properly created and approved.
- Follow up with customers on issues identified by ESA as potential non-starters for the upgrade and ensure they are resolved prior to upgrade.
- Perform upgrade or provide required information and guidance to assist customer with completing upgrade.
- Manage and provide assistance to customer concerning any post upgrade questions or issue they may have. This may require the creation of a support case and communication of handoff to both support team and customer
- Management of all account upgrade related system data
- Identification of areas of improvement and/or concern for future upgrades and communication documentation
- Knowledge Article creation and reviewing, especially around the documentation of departmental processes
- Assistance with Tier 2 support cases when/if requested.
- Ring Central call coverage in alignment with Tier 2 support needs.
Skills/Experience Required
- 1+ years of customer facing experience, ideally in a customer service or technical support role
- 1+ years of experience logging, troubleshooting and root causing customer issues
- 1+ years or more of related experience in software technology, preferably in software / SaaS support
- 1+ years experience in a help desk/service desk/ technical support environment.
- Exposure to Salesforce.com CRM product is a MUST, Knowledge of ITIL, Help Desk, Service Desk is a plus
- Strong communication skills, both written and verbal
- 1 + years of hands-on exposure to a major Relational Database Management System (Oracle and/or SQL*Server preferred)
- 1+ years with technologies supporting SaaS applications, including XML, Web Services, HTML, Java and JavaScript.
- 1+ years of experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android and Windows mobile
- Ability to work in a globally distributed team environment, liaising with on-site teams and customers.
- Must be able to work in a remote environment.
- Ability to adjust your work schedule to cover extended hours and weekends.
- Strong written skills with the ability to capture complex issues quickly
- Strong communication skills
- Experience working with Case management systems, preferably SFDC. Ability to develop reports, review data and communicate metrics.
- Attention to detail.
- Ability to work unsupervised
- Ability to work shifts outside of business hours including weekends
- Good time management skills.
- Ability to set priorities and meet deadlines.
- Aptitude to manage multiple tasks concurrently.
- Technical literacy
Skills/Experience - Desirable
- Associates degree in IT-related field, or equivalent work experience
- Salesforce Administrator
Life at PTC is about more than working with today's most cutting-edge technologies to transform the physical world. It's about showing up as you are and working alongside some of today's most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation, you'll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us
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