Technical Support Representative
ptc
Bucharest, Romania
1 zi în urmă

PTC Company Description PTC (Nasdaq : PTC) is a $1B+ global provider of technology platforms and enterprise applications for smart and connected products, operations, and systems.

Our enterprise applications serve manufacturers and other businesses that create, operate and service products. Our award-

winning ThingWorx technology platforms help companies achieve a new reality in smart, connected things and systems - deriving new value emerging from the Internet of Things market.

An early pioneer in Computer Aided Design (CAD) software, PTC today employs more than 6,000 professionals serving more than 28,000 businesses worldwide.

We are headquartered in Needham, MA.

Job Description for Advertising Purposes

  • First line of contact for Technical Support and PTCU
  • Help customers navigate our TS tools
  • Assist our customers with PTC University issues
  • Your Team

  • The Customer & eLearning Support team is responsible for a variety of customer support and office administrative duties.
  • They are professional service representatives providing high quality support and delivering efficient resolutions to PTC customers.
  • Internally, they help create and foster a positive work environment for members of the TS organization.

  • They also participate in helping PTC Technical Support achieving operational excellence according to PTC corporate standards.
  • Your Day-to-Day

  • Opens support cases in the Customer Relationship Management system (CRM) for new support issues reported on live calls, voicemails or emails from customers or PTC employees
  • Fields incoming customer phone calls and routes them to the appropriate team / queue in Technical Support or another PTC department
  • Escalates critical customer issues to Technical Support Management
  • Processes basic user issues with PTC customer-facing tools (eSupport portal / web account administration, PTC University, etc.)
  • Manages case routing and monitors queues following local case routing processes
  • Analyzes feedback received through the eSupport portal in the CRM system
  • Assists with administration of local Support Services websites
  • Assists Support Services in various operational tasks and activities (holiday planning, reporting, etc.)
  • Must-Have Skills (3-5 bullet points)

  • Objective, concise and customer facing communication skills
  • Excellent English skills; plus additional language skills in German, French, or Italian
  • Ability to work under pressure ability to prioritize and multitask
  • Hands on mentality and excellent problem-solving skills
  • Why Join Us and Benefits Summary When looking for a new job, we know you are looking for something that aligns with your values, passions, dreams, and lifestyle.

    Our team is passionate and committed. We are driven by innovation and value our work-life balance. Check out what it’s like to work at PTC at #lifeatPTC.

    We believe that diversity of experience and background leads to better ideas and a stronger company. We encourage everyone to bring their unique perspectives to our team.

    We take a holistic view of the employee experience and provide you with what you need to take care of your health, your wealth, your well-

    being, and your career. PTC benefits are among the most competitive in the industry. While your salary is the major component of your compensation, you also receive a competitive benefits package including :

  • Retirement Savings Plan with Company Match
  • Employee Stock Purchase Plan (ESPP)
  • Healthcare and Dental insurance
  • Paid Time Off and Sick Time
  • Birthday Day-off
  • Tuition Reimbursement (Canada, India, Israel, US)
  • Holiday Pay
  • Employee Referral Program
  • Management and Employee Training Development
  • Other Regional-specific Benefits All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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