Customer Support Specialist

Descriptif du poste

The Customer Support PLM (Product Lifecycle Management) role interfaces directly with customers, utilizing a combination of technical skills, IT skills, communication skills, business knowledge, and customer service aptitude. You will be responsible for supporting YuniquePLM and Kubix Link customer accounts, understanding unique customer needs and interfacing across departments to facilitate customer requests. Daily activities include answering questions; meeting with customer to understand their questions/issues; root cause problem analysis; resolving and reporting on customer issues; and being the liaison between the customer and development teams. Bilingual Spanish / English is required.

Profil recherché

Profile description: Duties/Responsibilities Provide user and technical support for PLM solutions via phone, email, and remote meetings for customer reported issues such as installations, upgrade coordination, troubleshooting and reporting, and following through to resolution Maintain timely pro-active communication with customer, monitoring/ updating on progress in Sales Force Advocate and build partnership with customer, advocating on their behalf, actively working as the liaison between development and customer issues to strengthen customer trust, loyalty, and overall satisfaction Technical documentation of configuration changes, best practices, features, and new functionality requests Communicate business opportunities to training and sales teams such as training, additional licenses, and applications to expand digital solutions Awareness and understanding of application/solution/product improvements, relevant technological advancements, and internal/external training sessions to advance knowledge of product applications Participate in handover meetings with project teams, gather information for understanding, and clarify customized configurations about critical points Education/Experience Bachelor’s in relevant technology field, entrepreneurship, business, or apparel design/management; 5 years of progressive experience in apparel industry business processes (or sewn goods), PLM/PDM/PIM or other enterprise software Previous experience in user support roles and business-user interaction Prior customer service / help desk is a plus Bilingual Spanish / English required Technical Knowledge MS Office (Word, Excel, Outlook), windows operating systems Networks, domains, and connectivity understanding a plus VM/VDI and cloud infrastructure understanding a plus RDBS Administration a plus (Oracle, SQL Server) Scripting a plus | SQL, XML Core Competencies Knowledge of PLM solutions Strong analytical, problem solving, and project management Self-motivated Team Player with personal drive for achievement Strong customer service skills with a high sense of urgency Clearly communicate complex concepts written and verbal Quick-learner in a fast-paced environment Proven problem-solving skills Strong organizational skills and attention to detail Excellent computer skills and OS knowledge Additional Information Work days/hours: Mon-Fri; rotating 8am – 5pm; 11am – 8pm Based in Smyrna, Georgia We offer:Lectra is an Equal Opportunity Employer It is our policy to foster a workforce that accepts and respects differences. We provide equal employment opportunity for all persons without regard to race, color, national origin, language, religion, age, sex, veteran status, marital status, sexual orientation, gender identity, disability, medical condition, ancestry, citizenship, or political opinion