Technical Support Representative
Bucharest, ROM
6 zile în urmă

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
  • Manages Community threads and monitors Community forums following global 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.)
  • Your skills and knowledge

  • 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
  • Raportați această lucrare

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