EAC Product Development Solutions Looking for Technical Support at Remote Full Time

Job Descrption

Job Title: Technical Support

Department: Business Development

Reports To: Director of Customer Experience

EAC Contact: EAC Human Resources

Description Last Updated: 8/2/2022

NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.

SUMMARY

You will be part of a highly experienced and energetic Windchill PLM support team. With an emphasis on collaboration and customer experience, you will assume a combination of responsibilities working with EAC customers and the PTC product development team to resolve customer software issues.

The EAC Support Services organization is responsible for providing a seamless PTC customer experience to achieve desired outcomes and accelerate customers’ success to go further than they thought possible. Members of the Support Services organization combine strong product expertise with excellent customer techniques to meet or exceed customer expectations in case handling.

ESSENTIAL JOB FUNCTIONS

Primary Responsibilities

Work with System Administrators, Field Consultants, Developers, and Engineers at customer to diagnose reported software issues related to deployment, customization, or operation of the integration of PTC’s products. This role is focused on providing and documenting solutions for complex customer issues by using a customer-centric approach. The customer-centric approach has two aspects: we make it very easy for the customer to reach us via their preferred channel (phone, email, desktop sharing, etc.) and we all strive to find the best solution (defect fixes, workaround, alternative approaches) to deliver solutions along with a best-in-class customer experience.

Requirements

Non-technical

• Strong capacity and desire to enhance customer experience
• Strong communication skills, ability to articulate technical issues clearly to resolve issues
• Ability to understand customer needs, exercise empathy, and guide the customer’s expectations. We ask our Technical Support Engineers to be the voice of the customer back to the company.
• Ability to manage multiple urgent issues in parallel
• Ability to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible
• Be highly organized
• Confidence, communication, and interpersonal skills to lead customers in urgent or critical situations.
• Ability to work with teammates to achieve a mission
• Availability to work off-hours and weekend shifts is required
• Excellent communication skills – good interpersonal and influencing skills
• Sound problem-solving and decision-making skills
• Be service-oriented and customer-focused

Requirements

Technical

• Exposure to Java, SQL, and other modern programming languages
• Exposure or experience with PTC systems. Creo and Creo Parametric is additionally beneficial for this role, but not required
• Experience or exposure to developing, installing, enhancing, configuring, and supporting Web-based applications, Relational Databases, Open-Source Projects (such as Apache Web-Server, Apache Tomcat, OpenDS)
• Knowledge of development methodologies
• Ability to quickly adapt to new technologies
• Exposure to the implementation, support, consulting, or development in enterprise business applications on Java and other web-related technologies
• Basic diagnostic ability, tuning, and/or changing complex applications to optimize the product to perform to customer expectations
• Exposure to enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware)

EDUCATION AND EXPERIENCE

An equivalent combination of education, training and experience will be considered.

• Bachelor’s Degree in Computer Science, Information Systems, or Engineering
• 2+ years’ professional experience in an Enterprise Software company or equivalent
• 3+ years industry knowledge

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge, skills and abilities which may be representative, but not all-inclusive of those commonly associated with the position.

• Understanding the implications of new information for both current and future problem-solving and decision-making
• Excellent interpersonal and influencing skills
• Thrive under pressure
• Be adaptable

Work environment

Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

• Ability to be and stay motivated in a remote environment

PHYSICAL ABILITIES

Physical abilities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Light sedentary office work.

Job Type: Full-time

Pay: $52,000.00 – $78,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Work Location: Remote