Technical Support Specialist

1 day ago

Pune, India Rockwell Automation Full time

Job Description As a Customer Support Specialist, you will be our fearless, customer-facing product expert. Supporting customers on product functionality, guiding them through their unique support concerns, and supporting them every step of the way until they are CMMS all-stars will be your mission in life. What you will do: Support & Success - Troubleshoot application issues and determine effective solutions for our customers. - Accurately document all issues and related information on the ticket tracking system. - Follow-up with customers accordingly on their tickets. - Escalate issues when required to help provide timely resolution. - Empower customers to get the most out of our products by developing and sharing best practices to increase customer ROI. - Work collaboratively with team members and positively contribute to team discussions. - Collaborate with the Product Development team to share customer feedback and ideas around product improvements. - Write SQL queries. - Manage a broad list of APAC customers and deliver a consistent and delightful customer journey - Effectively communicate with clients and deploy a one-to-many approach to the customer outreach. - Act as first point of contact with customers and provide advice on our solutions, use cases and product functionality. - Execute on the customer success framework by delivering repeatable, predictable outcomes and experiences for our customers, communicate Upsell/Expansion opportunities to sales. - Identify customer needs and advocate for your customers in collaboration with other teams (Marketing, Services and Product) - Assist User engagement, identifying gaps with onboarding and ever boarding for new and existing clients What were looking for: - Simply put, the best Customer Support and Success Specialist on the planet - 2+ years of experience in software customer success and or technical support, preferably with a focus on EAM (enterprise asset management), CMMS (computerized maintenance management software), or B2B SaaS solutions

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