Job Title: Technical Support Job
Salary Package: 20,000 – 30,000 a month
Work Exp: 0 – 3 years
Company Name: Ptc
Job Location: Pune, Maharashtra
Qualification Require: Bachelor Degree
Language: English/Hindi
Job Info –
Your Impact
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.
Your Team
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.
Your Day-to-Day
Job 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 (PTC eSupport portal, etc.).
- Manages case routing and monitors queues following ISO & local case routing processes
- Analyzes feedback received through the PTC 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.
Must-Have Skills
- A Bachelor’s Degree in Commerce, (BCom), Arts (B.A,); Mass Communication with minimum 2 years of work experience
- Exceptional Customer Service
- Ability to quickly learn basic software
- Some experience of working in a call center.
PTC Company Description
PTC unleashes innovation with award-winning, market-proven digital solutions that enable industrial companies to differentiate their products and services, improve operational excellence, and increase workforce productivity. In combination with an extensive partner network, PTC provides customers flexibility in how its technology can be deployed to drive digital transformation – on premises, in the cloud, or via its pure SaaS platform. At PTC, we don’t just imagine a better world, we enable it.
Why Join Us and Benefits Summary
When looking for a new job, we know you are looking for something that aligns with your values, passions, dreams, and lifestyle. Our team is passionate and committed. We are driven by innovation and value our work-life balance. Check out what it’s like to work at PTC at #lifeatPTC. We believe that diversity of experience and background leads to better ideas and a stronger company. We encourage everyone to bring their unique perspectives to our team. We take a holistic view of the employee experience and provide you with what you need to take care of your health, your wealth, your well-being, and your career. PTC benefits are among the most competitive in the industry. While your salary is the major component of your compensation, you also receive a competitive benefits package including: • Retirement Savings Plan with Company Match • Employee Stock Purchase Plan (ESPP) • Healthcare and Dental insurance • Paid Time Off and Sick Time • Birthday Day-off • Tuition Reimbursement (Canada, India, Israel, US) • Holiday Pay • Employee Referral Program • Management and Employee Training Development • Other Regional-specific Benefits All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
