Technical Support Analyst
PTC
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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About the role
- Provide high-level customer service on a consistent basis across all customers working collaboratively with Arena customers.
- Field and respond to customer requests and technical questions related to Arena software applications within the given SLA.
- Investigate and reproduce customer reported issues, create corresponding support cases and provide appropriate workarounds when needed.
- Analyze customer support cases for response type, escalation management and driving issues through completion.
Requirements
- At least 3+ years in a technical support role with web-based tools
- Experience working with cross-functional teams to resolve issues in a timely manner
- Experience in a technical support organization analyzing, researching, testing and resolving technical issues for external customers
- Familiarity with PLM/QMS platforms a plus
- Experience with Salesforce and ServiceCloud
- Excellent problem-solving skills and self-reliant
- Must possess strong customer empathy with solid service-oriented attitude and mindset
- Willingness to engage with the customer via email to drive resolution
Benefits
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportissue resolutioncustomer support analysisproblem-solvingresearching technical issuestesting technical issues
Soft skills
customer empathyservice-oriented attitudecollaborationself-reliancetimely issue resolution