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Technical Support Representative

2.00 to 5.00 Years   Pune   20 Oct, 2021
PTC Software India Pvt Ltd
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaSales / BD,General / Other Software
EmploymentTypeFull-time

Job Description

The Technical Support Representative team is responsible for a variety of customer support and office administrative duties. They are professional service representatives providing high quality support and delivering efficient resolutions to PTC customers. Internally, they help create and foster a positive work environment for members of the TS organization. They also participate in helping PTC Technical Support achieving operational excellence according to PTC corporate standards. A Technical Support Representative is responsible for delivering regular electronic service and other customer support as well as internal administrative tasks with guidance from management. This role also requires TSR to participate as an online PTC Community Moderator and help implement PTC s Online Community Moderation Strategy, monitoring and moderating user-generated content. This role is to coordinate with Technical Support & Internal Community Management team to support its mission and help promote excellent Customer Service. The role also lists out :Primary Responsibilities Customer Case Processing & Routing

  • Opens support cases in the Customer Relationship Management system (CRM) for new support issues reported on live calls, voicemails or emails from customers or PTC employees.
  • Participate as an online PTC Community Moderator and help implement PTC s Online Community Moderation Strategy.
  • Fields incoming customer phone calls and routes them to the appropriate team / queue in Technical Support or other PTC department.
  • Escalates critical customer issues to Technical Support Management.
  • Monitors, analyzes, and routes ISO (International Organization for Standardization) cases, when customer satisfaction surveys received low rating.
Case Handling
  • Process basic user issues with PTC customer-facing tools (eSupport portal, etc.).
  • Manages case routing and monitors queues following ISO & local case routing processes
  • Analyzes feedback received through the eSupport portal in the CRM system based on type of ISO process
  • Manages Technical Support departmental hardware (land mobile phones, headsets, laptops, projectors, etc.)
  • Coordinates and orders office supplies
  • Assists with administration of local Technical Support websites
Coach/Mentor
  • Help develop new hires on tools and processes related to Customer Service through Coaching or Mentoring
  • Help Managers to prepare development plans and execute them
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Keyskills :
active directorycustomer servicecustomer relationship managementonline community moderationtechnical supportpositive work environmenttroubleshootingnew hiressales

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