Customer Support Specialist

2 days ago

Minneapolis, Minnesota, United States EAC Product Development Solutions Full time
Job Title: Customer Support Specialist

At EAC Product Development Solutions, we are seeking a highly skilled and customer-focused Customer Support Specialist to join our dynamic team. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers, ensuring their satisfaction and loyalty to our company.

Job Summary:

The Customer Support Specialist will be the primary point of contact for customer issues, working closely with our clients and the broader PTC product development team to resolve software concerns. You will employ thorough root cause analysis and resolution techniques to ensure customer satisfaction, leveraging deep product knowledge and superior customer support skills.

Responsibilities:
  • Provide timely and effective technical support to customers via phone, email, or chat, resolving software issues and ensuring customer satisfaction.
  • Collaborate with internal stakeholders, including System Administrators, Field Consultants, Developers, and Engineers, to diagnose and resolve complex customer issues.
  • Develop and maintain knowledge articles and peer-reviewed content to support customer issues, ensuring easy accessibility for customers through their preferred communication channels.
  • Strive to identify the best solution (defect fixes, workarounds, alternative approaches) to deliver resolutions while maintaining a best-in-class customer experience.
  • Meet or exceed Service Agreement requirements, case quality, and customer satisfaction goals per company standards.
  • Assist team members in the timely closure of any outstanding customer cases as needed.
Requirements:
  • Bachelor's Degree in Computer Science, Information Systems, Business, or Engineering.
  • 2+ years' professional experience in technical support, preferably in a software or technology-related industry.
  • Preferably 3+ years of experience with industry knowledge of PTC products and their integration with customer systems.
  • Sound knowledge and hands-on exposure to NetSuite and/or Zendesk strongly preferred.
  • Exposure to the implementation, support, consulting, or development in enterprise business applications, including XML, Web Services, HTML, SQL, Java, and JavaScript.
  • 2+ years of experience coding, testing, and/or debugging applications programs.
  • Ability to quickly adapt to new technologies and develop a coherent plan of action to meet stakeholders' needs.
  • Excellent problem-solving skills and the ability to troubleshoot technical issues independently.
  • Prior customer-facing experience, preferably in a call center setting.
  • Excellent verbal, written, and interpersonal communication skills with the ability to communicate technical concepts effectively to non-technical stakeholders.
  • Ability to work with time-sensitive deadlines, manage multiple priorities simultaneously, and meet project and corporate goals.
Benefits:
  • Annual Salary $60K
  • Medical and dental insurance
  • Employer Paid Short Term Disability
  • Flexible PTO (take as you need, no accrual)
  • Vision insurance
  • Dental Insurance
  • 401(k) Plan
  • Basic Life, AD&D, and Disability Insurance
  • Employee Assistance Program
  • Paid Holidays
  • Eligible for bonuses

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity.

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