Technical Support Specialist
: Job Details :

Our world is transforming, and PTC is leading the way.?Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow - all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

Want to join a world class team that supports some of the most well-known brands around the globe? Customers like Rolls Royce, US Airforce, Porsche, Cisco, Boeing, GE Healthcare, Volkswagen and MORE rely on Servigistics, which is PTC's AI powered Supply Chain Optimization software!

We're in search of a Technical Support Specialist to aid in or providing an enhance customer experience!

Location: Remote, USA

* US CITIZENSHIP REQUIRED*

In Support Services you are responsible for managing the customer's experience through the life cycle of customer cases until we achieve expected results. Technical Support Engineers engage customers directly, leveraging product expertise and technical knowledge to triage, troubleshoot, and provide solutions for difficult and complex customer issues.

In this role, you will be a trusted technical advisor to our customers and management. You will be working with a highly skilled and experienced Servigistics Technical Support team who are the voice of our customers. You will work cross-functionally; advocating on the customers behalf to ensure a positive customer experience.

Primary Responsibilities:

* Ensure customer success by owning and advocating customer issues to meet or exceed expectations.

* Provide solutions and workarounds for medium to difficult technical issues.

* Collaborate cross-functionally with peers, developers, product owners, management, and other departments to deliver successful customer solutions.

* Document developed solutions aligned with best practices and standards to ensure continuous knowledge transfer and customer self-help.

* Participate in training and workshops for continuous improvement and development.

* Manage assigned cases using Salesforce to track, document, monitor, and communicate customer expectations, issues, status, action items, and deliverables.

* Support ISO 9000 processes and work with peers worldwide to provide first-class support for mission-critical customer issues.

* Address enterprise down situations with utmost priority to ensure high availability of application services as per defined SLA.

* Develop customer service and communication skills, understand customer needs, and guide their expectations.

* Manage multiple urgent issues in parallel with confidence, communication, and good interpersonal skills.

* Work with team members, management, and cross-functionally to achieve the mission.

* Ability to support weekend shifts per the team's rotating schedule

Skills and Knowledge:

* Experience working in a software support role

* ETL tools (Pentaho PDI, Informatica IICS, Informatica PowerCenter)

* Understanding of Cloud technology

* Customer facing troubleshooting skills

* Ability to debug and read Java logs

* Experience using Oracle Database

Basic Qualifications:

* 1-2 years experience utilizing skills and knowledge listed above

* Associates degree in a technical field (IT, CS, Programming, etc.)

* US Citizenship- must have or be able to obtain a Security level clearance

PTC carefully considers a wide range of compensation factors, which include a candidate's background and experience, in determining salary for a position. Compensation will vary based on these factors, but PTC anticipates the salary range for this position to be between $60,000-$70,000. The actual pay may be lower or higher depending on a candidate's skills, qualifications, experience, and location and may also include the opportunity to earn a discretionary bonus. Additionally, every PTC employee has the opportunity to become a PTC shareholder through our employee share purchase program which allows employees to purchase discounted PTC stock and, for eligible roles, an equity grant. Subject to the terms and conditions of PTC's benefits programs, employees may be eligible for medical, dental and vision insurance, paid time off and sick leave policies, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and a generous commuter subsidy.

At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity and Affirmative Action Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic identity, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Life at PTC is about more than working with today's most cutting-edge technologies to transform the physical world. It's about showing up as you are and working alongside some of today's most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation, you'll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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