Company Profile:
At PTC, we specialize in Product Development & PLM,
by providing comprehensive framework of technology and services that enable
companies, their partners and customers to collaboratively conceptualize,
design, build and manage products throughout their entire lifecycle. Leading
edge products like Windchill & Pro/ENGINEER are a testimony to this.PTC is
world's largest Software company with a total commitment to product
Development. PTC offers it's more than 30,000 customers a level of personalized
technical support, consulting and training services. Founded in 1985, PTC
employs about 3,000 people in over 150 offices worldwide. The company is
headquartered in Needham, Massachusetts, USA.PTC's software center in India is
continuing to grow and is providing opportunity to take up challenges in all
areas and phases of software development. Selected individuals can look forward
to an excellent culture of learning & growth opportunities.
நிறுவனம் : PTC Software India Pvt.Ltd
வேலை : Technical Support
இடம்: Pune
அணுபவம்: 1 – 5 Years
தகுதி: Any Graduate
ஊதியம்: INR 5,00,000 - 8,00,000 P.A
Designation: Technical Support
Job Description:
As part of a global
customer care organization you will be collaborating with support colleagues
worldwide in providing world-class customer support to all clients. As part of
the field sales and service office you will work together with the account
teams to ensure all issues are handled effectively to meet the sales and
service goals of the location.You will be able to consult on
installation and implementation issues, test code, recommend improvements,
and contribute to product development based on your direct customer interaction.
Other possibilities include opportunity to write scripts and test product functionality. Technical Support Engineers day to day responsibilities include:
Other possibilities include opportunity to write scripts and test product functionality. Technical Support Engineers day to day responsibilities include:
Provide installation and
implementation support via phone, email, and web requests to customers,
prospects, partners, other offices and employees. Triage process to be used
when needed.
Recreate and test customer scenarios to deliver accurate problem descriptions to R&D.
Collaborate with other support reps towards timely issue resolution. Escalate issues to Second Tier Support Engineers for further assistance and follow-up with R&D.
Document and submit defect reports and feature requests based on customer issues to the R&D database following the documented workflow process. Work with R&D to help in problem determination and resolution delivery to customers.
Provide timely and accurate responses back to customers keeping customer satisfaction uppermost in their mind.
Log all communications with customers following the guidelines of ISO 9001 requirements explained in internal DCS system.
Handle individual accounts when a serious customer satisfaction issue has arisen. This is typically the result of ongoing product, installation or other satisfaction problems. In these cases the TSE is expected to get the account satisfied in the most efficient manner possible and keep the relevant peers and management up to date throughout the process. In some cases, these issues need to be handed off to a Tier 2 Technical Support Engineer.
Maintain in-house test environments for all products supported and key platforms.
Contribute to knowledge base and customer self-help content based on problem resolutions and workarounds for solved customer issues.
Participate in training sessions as made available to improve expertise for new product releases, new technologies and customer service skills. Product training sessions will include various formats including public training classes, webinars, informal Q&A, technical conferences etc. The TSE is expected to keep up to date on product documentation and technical white
papers published by Support.
Identify and recommend product and support training opportunities for the support team.
Participate in team meetings with global customer care team.
Provide suggestions and recommendations for continuous improvement of the support process.
Be prepared to work on special projects that may include testing, internal reporting and other enhancements to the support process or special events and projects to meet the business needs of the field sales & services location. These projects will be completed based on a schedule agreed upon by both the TSE and the direct manager. It is understood these projects could impact the TSE's ability to achieve some of the performance measurements.
Recreate and test customer scenarios to deliver accurate problem descriptions to R&D.
Collaborate with other support reps towards timely issue resolution. Escalate issues to Second Tier Support Engineers for further assistance and follow-up with R&D.
Document and submit defect reports and feature requests based on customer issues to the R&D database following the documented workflow process. Work with R&D to help in problem determination and resolution delivery to customers.
Provide timely and accurate responses back to customers keeping customer satisfaction uppermost in their mind.
Log all communications with customers following the guidelines of ISO 9001 requirements explained in internal DCS system.
Handle individual accounts when a serious customer satisfaction issue has arisen. This is typically the result of ongoing product, installation or other satisfaction problems. In these cases the TSE is expected to get the account satisfied in the most efficient manner possible and keep the relevant peers and management up to date throughout the process. In some cases, these issues need to be handed off to a Tier 2 Technical Support Engineer.
Maintain in-house test environments for all products supported and key platforms.
Contribute to knowledge base and customer self-help content based on problem resolutions and workarounds for solved customer issues.
Participate in training sessions as made available to improve expertise for new product releases, new technologies and customer service skills. Product training sessions will include various formats including public training classes, webinars, informal Q&A, technical conferences etc. The TSE is expected to keep up to date on product documentation and technical white
papers published by Support.
Identify and recommend product and support training opportunities for the support team.
Participate in team meetings with global customer care team.
Provide suggestions and recommendations for continuous improvement of the support process.
Be prepared to work on special projects that may include testing, internal reporting and other enhancements to the support process or special events and projects to meet the business needs of the field sales & services location. These projects will be completed based on a schedule agreed upon by both the TSE and the direct manager. It is understood these projects could impact the TSE's ability to achieve some of the performance measurements.
Industry: IT-Software / Software Services
Functional Area: IT Software - Other
Role Category: Admin/Maintenance/Security/Data warehousing
Role: Technical
Support Engineer
Skills Required: Technical Support, Product Support, SQL, Java
Desired Profile:
Education-
UG:
Any Graduate - Any Specialization, Graduation Not Required
PG:
Any Postgraduate - Any Specialization, Post Graduation Not Required
Doctorate:
Any Doctorate - Any Specialization, Doctorate Not Required
Basic
Qualifications:
1-4 years technical support experience, preferably software support
University degree or college diploma in a relevant field
Hands on experience with Java
Experience with web-related technologies such as HTML, XML and web servers
Experience with database technologies (MS SQL, Oracle, DB2)
Familiarity with client/server based software applications
Experience working with multiple platforms including Windows and variants of
Unix/Linux
Knowledge of Software Configuration Management/Application Lifecycle Management tools
Solid understanding of object oriented theories is an asset
UNIX system administration experience is nice to have
Background in Networking, and NIS is highly desirable
1-4 years technical support experience, preferably software support
University degree or college diploma in a relevant field
Hands on experience with Java
Experience with web-related technologies such as HTML, XML and web servers
Experience with database technologies (MS SQL, Oracle, DB2)
Familiarity with client/server based software applications
Experience working with multiple platforms including Windows and variants of
Unix/Linux
Knowledge of Software Configuration Management/Application Lifecycle Management tools
Solid understanding of object oriented theories is an asset
UNIX system administration experience is nice to have
Background in Networking, and NIS is highly desirable
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