Technical Support Specialist

Company Description

COMPANY OVERVIEW

Transforming the way companies Design, Manufacture, Connect to, and Service their products, EAC Product Development Solutions (EAC) is a complete source for your product development needs. EAC has been an industry leader for over 27 years and our experts help guide companies to achieve their strategic business goals and optimize their technology, systems, people, and processes for long-term success. 

EAC CULTURE: https://www.eacpds.com/culture/

POSITION OVERVIEW

The Technical Support Specialist will join a dynamic Windchill PLM support team known for its extensive experience and enthusiasm. 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, team members strive to consistently meet or exceed customer needs in every interaction.

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.

• 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.