Customer Support - Software
Job Description
Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position.
Engage with System Administrators, Field Consultants, Developers, and Engineers onsite at customer locations or virtually to reactively and proactively diagnose software issues pertaining to the deployment, customization, or operation of PTC’s product integrations.
Provide and document solutions or offer potential on-site assistance for complex customer issues, emphasizing a customer-centric approach.
Ensure easy accessibility for customers through their preferred communication channels.
Strive collectively to identify the best solution (defect fixes, workarounds, alternative approaches) to deliver resolutions while maintaining a best-in-class customer experience.
Operate effectively, clearly, and succinctly and demonstrate an awareness of the full breadth of services offered by the customer and EAC.
Primarily focus on resolving customer cases, developing knowledge with case closure.
Assist team members in the timely closure of any outstanding customer cases as needed.
Meet or exceed the Service Agreement requirements, case quality and customer satisfaction goals per the company standards.
Collaborate with internal and external stakeholders to integrate application support activities.
Assess the business impact of customer issue(s) raised and update the stakeholders about such impact.
Create knowledge articles and peer review of articles for resolved customer issues.
Assess and understand customer needs, exercise empathy, and guide the customer’s expectations.
Other duties as assigned as company needs dictate.
Qualifications
An equivalent combination of education, training and experience will be considered.
Additional Information
COMPENSATION
Annual Salary $60K
BENEFITS
Work Environment
Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.
PHYSICAL ABILITIES
Physical abilities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.
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_ EEO Statement: EAC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state, or local laws._