Technical Support Analyst

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.

Do you enjoy helping customers meet their business needs and being successful? Do you have a passion for solving problems and an inquisitive mind? Then you want to be part of Arena Solutions, an amazing team working for the premier cloud-based PLM/QMS platform.

Arena is redefining product lifecycle management (PLM) and quality management system (QMS) solutions to help complex product companies and their supply chains design, produce and deliver innovative products to market fast.

As a member of the Arena Solutions support team, the Support Analyst will report to the Support Manager and be primarily responsible for providing technical support to Arena’s growing customer base and internal staff, as well as regular assistance to other internal groups in the areas of Training, Account Management, Customer Success, Sales, and Quality Assurance.

You need to be highly motivated; detail and process oriented and be able to handle multiple tasks using various software tools in a consistently customer-service oriented manner. The candidate should be eager to work with a fast-growing customer base and be able to quickly think on his/her feet to resolve issues and put customers at ease with minimal downtime and effort.

The right candidate for the role can be based anywhere in the EMEA region.

Day-To-Day:

• Provide high-level customer service on consistent bases across all customers working collaboratively with Arena customers.
• Field and respond to customer requests and technical questions related to Arena software applications within the given SLA.
• Develop and maintain a deep understanding of Arena applications, modules, and features as well as other new technology.
• Investigate and reproduce customer reported issues, create corresponding support cases and provide appropriate workarounds when needed.
• Develop and help maintain technically oriented knowledge base documents.
• Analyze customer support cases for response type, escalation management and driving issues through completion.

Skills and Knowledge:

• Excellent interpersonal and written communication skills including English
• Excellent problem-solving skills and self-reliant
• Willingness to engage with the customer via email to drive resolution
• Must possess strong customer empathy with solid service-oriented attitude and mindset
• Ability to multi-task and perform effectively under pressure
• Knowledge of cloud-based technologies

Experience:

• Experience working with cross-functional teams to resolve issues in timely manner
• Experience in a technical support organization analyzing, researching, testing and resolving technical issues for external customers
• Experience with Omnify and/or Arena, Microsoft Office, and Salesforce
• Familiarity with PLM/QMS platforms a plus

Basic Qualifications:

• At least 3+ years in a technical support role with web-based tools
• Experience with Salesforce and ServiceCloud

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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