Department

Customer Experience

Reports To

Director of Customer Experience

EAC Contact

EAC Human Resources

Location

Remote

Responsibilities

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.

• Bachelor’s Degree in Computer Science, Information Systems, or Engineering.
• Must be available to work on-call outside of normal business hours including some weekend hours and able to adjust your work schedule accordingly.
• 2+ years’ professional experience in technical support, preferably in a software or technology-related industry.

• MUST have industry knowledge of PTC products and their integration with customer systems and 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 experience with 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.

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

• Ability to work in a remote environment or in-office.
• Exposed to moderate noise levels.

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 accommodation may be made to enable individuals with disabilities to perform essential functions.

• Light sedentary office work.
• Some overnight travel may be required.

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.

NOTE TO COLORADO RESIDENTS: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or date of school attendance or graduation. You will not be penalized for redacting or removing this information.

Yes, I am interested! – If you are interested in this position, please submit your contact information along with your resume and the HR Specialist will be in contact with you. The base annual salary for this 40+ hour per week, salaried exempt position starts at $60K. This role is a remote position in the United States. Applicants MUST have industry knowledge of PTC products and their integration with customer systems and preferably 3+ years of experience to be considered for this position.