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Technical Support Specialist
7 days ago
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.
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.
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.
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Technical Support Specialist
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Technical Support Specialist
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Technical Support Specialist
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Technical Support Engineer I
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Technical Support Engineer I
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Technical Support Engineer I
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Manager, Technical Support
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Manager, Technical Support
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IT Support Specialist
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Technical Support Associate
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IT Support Specialist
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certified peer support specialist
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Senior Youth Support Specialist
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