Customer and eLearning Support Representative

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Employer: PTC
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 18.03.2019
    Short company description

    PTC (NASDAQ: PTC) has the most robust Internet of Things technology in the world. In 1986 we revolutionized digital 3D design. Now our leading IoT and AR platform and field-proven solutions bring together the physical and digital worlds to reinvent the way companies create, operate, and service products. With PTC technology, global manufacturers and an ecosystem of partners and developers can capitalize on the promise of the IoT today and drive the future of innovation. We are headquartered in Needham, MA.


    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.)

    Other info

    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