Job Responsibilities

• Service customers by logging, replicating, troubleshooting and resolving technical support cases
• Operate effectively, clearly, and succinctly in an unstructured environment and demonstrate an awareness of the full breadth of services offered by the ServiceMax.
• Primarily focus on resolving customer cases, developing knowledge as a result of case closure.
• Communicate updates and resolutions, as well as questions and clarification in a written and verbal manner.
• Advocate / be the voice of the customer withing ServiceMax.
• Manage the client relationship for ServiceMax and support new business development activities.
• Engage with customers to reactively and proactively, address requests for service
• Assisting your team members in the on time closure of any outstanding customer cases as needed.
• Continuous management and upkeep of Customer.
• Meet or exceed the SLA’s, Case Quality and Customer Satisfaction (CSAT) score per the company standards.
• Collaborate with customers and ServiceMax functional teams to integrate, implement software updates, change requests and application support activities.
• Assess the business impact of customer issue raised and update the stakeholders about such impact.
• Create Knowledge articles and peer review of articles for resolved customer issues.
• Mentor, coach and onboard new team members allowing them to achieve success in their roles

Skills/Experience – Required

• 5-7 years of experience in providing technical product support solutions for customers
• 5-7 years of Information Technology experience.
• Demonstrated proficiency configuring or administering a Salesforce environment.
• Salesforce Administration certification ADM201 or ADX201.
• Strong communication skills, both written and verbal
• Strong client interfacing skills
• Sound knowledge and hands-on exposure to a major Relational Database Management System (Oracle and/or SQL*Server preferred) or SOQL.
• Strong experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java and JavaScript.
• 2+ years of experience Coding, testing and debugging applications programs.
• 2+ years of experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android and Windows mobile
• Ability to work in a globally distributed team environment, liaising with on-site teams and customers.
• Must be able to work in a remote environment.
• Ability to adjust your work schedule to cover extended hours and weekends.
• Ability to work independently and be a self-starter
• Demonstrated ability to learn quickly in a fast-paced, multi-tasking development environment
• Strong presentation skills with ability to effectively present his/her point of view to a variety of audiences

Skills/Experience - Desirable

• Bachelor’s Degree in Information Technology or relevant work experience.
• Experience with cloud delivery platforms, with AWS experience a plus
• 3 or more years of exposure to Field Service domain or experience supporting/implementing Field Service applications  and or the equivalent number of years supporting/implementing FS applications.
• ServiceMax product experience is a plus, but not mandatory

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.