PTC

Technical Support Specialist

PTC

full-time

Posted on:

Location: Arizona, Idaho • 🇺🇸 United States

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Salary

💰 $65,000 - $75,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AndroidAWSCloudiOSJavaJavaScriptOracleRDBMSSFDCSQL

About the role

  • Deliver world class maintenance and support services to ServiceMax customers
  • Assist ServiceMax customers in using and resolving day-to-day product questions for the ServiceMax Field Service products
  • Act as the first point of contact for all ServiceMax Customers
  • Capture, understand and reproduce the customer issue and take the appropriate actions to root cause and resolve
  • Log, replicate, troubleshoot and resolve technical support cases
  • Communicate updates and resolutions in a written and verbal manner
  • Advocate / be the voice of the customer within ServiceMax
  • Manage the client relationship for ServiceMax and support new business development activities
  • Engage with customers to reactively and proactively address requests for service
  • Assist team members in on-time closure of outstanding customer cases
  • Continuous management and upkeep of Customer
  • Meet or exceed SLA’s, Case Quality and Customer Satisfaction (CSAT) score
  • Collaborate with customers and ServiceMax functional teams to integrate, implement software updates, change requests and application support activities
  • Assess business impact of customer issues and update stakeholders
  • Create Knowledge articles and peer review articles for resolved customer issues

Requirements

  • PST shift work required
  • 3-5 years of experience in providing technical product support solutions for customers
  • 3-5 years of Information Technology experience
  • Exposure to Salesforce.com CRM product is a MUST
  • Salesforce work experience is mandatory
  • Should have worked in at least one Salesforce support project
  • Strong communication skills, both written and verbal
  • Strong client interfacing skills
  • Sound knowledge and hands-on exposure to a major Relational Database Management System (Oracle and/or SQL*Server preferred)
  • Ability to work in a globally distributed team environment
  • Must be able to work in a remote environment
  • Ability to adjust your work schedule to cover extended hours and weekends
  • Ability to work independently and be a self-starter
  • Demonstrated ability to learn quickly in a fast-paced, multi-tasking development environment
  • Strong presentation skills