Customer Support Specialist PLM
Permanent contract - Atlanta
We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn't stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we're always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?
POSITION SUMMARY
The Customer Support Specialist for Kubix Link is a key contributor in supporting and resolving issues of Lectra's Kubix Link solution's customers.
DUTIES AND rESPONSIBILITIES
The main responsibilities of the Customer Support Specialist are:
- Receiving and addressing incoming support requests, troubleshooting and resolving application issues and performance monitoring.
- Maintaining accurate ticket records, detailing each incident and resolution steps.
- Providing guidance on application usage and best practices to customers' end-users.
- Documenting recurring problems and solutions to enrich the internal knowledge base.
- Communicating effectively and courteously with clients, ensuring a positive support experience.
- Managing multiple support tickets, prioritizing tasks for timely resolution.
- Collaborating with higher-level support teams and developers to resolve escalated issues.
- Organizing and overseeing the handover meetings with the project team before the go-live.
- Identifying and escalating cross sales and up sales opportunities.
- Performing technology watch.
PROFILE
- Bachelor or Master's degree in one of the following fields: software engineering, computer science, digital technologies, electronics, Information Systems or related area will be required.
- 3 years or above working experience in customer support will be a minimum.
KEY COMPETENCIES
- Business knowledge: capacity to understand fashion clients needs and fashion processes (design, development, merchandising, supply chain, quality)
- IT solutions knowledge: capacity to understand processes and technologies such as PLM, PIM, DAM, ERP solutions, etc. ideally in Saas mode
- Team collaboration: capacity to collaborate with internal stakeholders and share relevant information with developers and project managers
- Customer relationship building: demonstrates strong interpersonal, communication, presentation and active listening skills. Has the image of being an expert, a trusted advisor, and a business partner for clients.
- Problem solving: ability to approach problems logically and creatively, breaking them down into manageable parts and coming up with effective solutions.
- IT skills: knowledge and experience using Javascript, CSS, HTML5
- Communication skills: ability to convey complex technical concepts in a clear and understandable manner to both technical and non-technical stakeholders
- Fluency in English and Spanish is a must, other languages are a plus.
TRAVEL
- The position is hybrid (two days of remote work per week).
- There will be 10% travel to various Lectra offices.