Customer and eLearning Support Representative

About PTC (NASDAQ: PTC)​

PTC unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity. With PTC, and its partner ecosystem, manufacturers can capitalize on the promise of today’s new technology to drive digital transformation.

o Objective, concise and customer facing communication skills
o Ability to work under pressure – ability to prioritize and multitask
o Hands on mentality and excellent problem-solving skills
o Excellent English and Spanish/ French/ Italian skills.

Your Day-To-Day:

o 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
o Fields incoming customer phone calls and routes them to the appropriate team / queue in Technical Support or another PTC department
o Escalates critical customer issues to Technical Support Management
o Processes basic user issues with PTC customer-facing tools (eSupport portal/web account administration, PTC University, etc.)
o Manages case routing and monitors queues following local case routing processes
o Analyzes feedback received through the eSupport portal in the CRM system
o Assists with administration of local Support Services websites
o Assists Support Services in various operational tasks and activities (holiday planning, reporting, etc.)

Your Team:

o The Technical Support Representative team is responsible for a variety of customer support and office administrative duties.
o 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.
o They also participate in helping PTC Technical Support achieving operational excellence according to PTC corporate standards.

Your Impact:

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