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Technical Support Specialist

4 months ago

Minneapolis, United States EAC Product Development Solutions Full time

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.