Senior Technical Support Specialist

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. 

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.  

Primary Responsibilities

• Provide Customer Support for external customers to diagnose reported issues on PTC software and address questions related to guidance and general best practices.
• Utilize PTC’s case management tool to track or log tickets, defects, and enhancement requests for internal teams as well as related activities.
• Creating software configurations, duplicating issues and troubleshooting technical problems with PTC departments as well as with the customer.
• Create and maintain knowledge articles for customers and internal use, using KCS standards.
• Opportunities to train, mentor, as well as participate in training programs.
• Candidate must demonstrate a willingness to be proactive as well as to independently take on new challenges.

Requirements –Technical

• Experience diagnosing, troubleshooting or supporting Client-Server Applications, Relational Databases, Networking, or Operating System issues(mainly Windows OS).
• Demonstrated ability to solve analytical problems.
• Ability to investigate, document, and describe defects and customer use cases.
• Able to produce audience-appropriate technical communications with management, support personnel, and the customer.
• Escalating issues to testers and developers as needed, following escalation protocols
• IT Admin experience (System, Network, and/or database administration).
• Knowledge of Software Configuration Management/Application Lifecycle Management tools is a plus.
• An understanding of web and web services development including use of RESTful API’s, HTML and XML is a plus.
• Experience in relational Database technologies (Oracle, MS SQL Server, etc.)is a plus.
• OSLC technology know-how is a plus.

Requirements – Non-Technical

• A strong capacity and desire to develop personal customer service and communication skills. The candidate is expected to understand and relate to customer needs while effectively managing customer expectations.
• The ability to effectively manage multiple urgent issues in parallel.
• The confidence, communication and interpersonal skills to manage and direct customers during urgent or critical situations.
• The ability to work with teammates in a collaborative manner to achieve a common goal.
• Demonstrating an innovative, proactive, and systematic approach to improving internal processes
• Demonstrated motivation to learn new skills and technologies.

Basic Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Statistics, Mathematics, or similar fields.
• 1-3 years hands-on experience in a related support, services, or software development field that utilized technical and soft skills.
• Experience working with technically diverse teams.
• Strong verbal and written communication skills.
• Customer Satisfaction focus, both internal and external, with strong relationship skills.

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. 

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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