Associate Product Analyst
About the Job
Provide technical support and advice to customers and partners regarding implementation, customization, deployment, and optimization of our PLM applications (Windchill PDMLink®, Windchill ProjectLink® etc.) Utilize PTC’s case management tool i.e Salesforce to log issues, track associated status and related activities.
The goal is to meet the high demands of our end customers who use PTC PLM solutions in a mission-critical environment. To do so, you provide high-quality support services to our customers and partners, minimizing their efforts, eliminating risks, and with best support experience. Use of your technical and industry-specific IT knowledge to provide extended support activities (technical trainings, webinars, mentoring etc.) Create and publish advanced knowledge articles and related resources for PTC’s customers, partners and employees.
Candidate shall demonstrate willingness to be proactive as well as to independently own and take on new challenges. Identify and recommend product and support training opportunities for the team. Provision of their ITIL-based services with the aim of continuous quality improvement (As part of ISO 9001:2015 Quality management practices.) Primary working hours will be in Europe or North America hours as required
Skill(s) required
Requirements Non-Technical:
- A strong capacity and desire to develop personalized customer service with highly effective communication skills
- The candidate is expected to understand and relate to customers’ needs while effectively managing customer expectations
- A strong background in technical and customer support is desired
- The ability to effectively manage multiple urgent issues in parallel the confidence, communication, and interpersonal skills to manage and direct customers/partners and during urgent and/or critical situations The desire to learn new skills, coach, mentor, and train peers throughout the organization
- The ability to work with teammates in a collaborative manner to achieve a mission
- Presentation skills to prepare and present to large or small groups on technical and functional topics
Requirements Technical:
- Strong experience on implementing or supporting Client-Server architecture or Multi-tier applications including practical knowledge of core components such as Databases, Operating Systems etc
- Exposure and hands on knowledge on cloud platforms or Software as a Service (SaaS) ecosystems such as Microsoft Azure, AWS or vCloud etc
- Demonstrated ability to solve analytical problems with maintaining effective and precise investigation, documentation for issues, defects, and customer use cases
- Object-Oriented programming background preferably in Java
- An understanding of web and web services development including use of RESTful API’s, HTML and XML is preferred
- Able to produce audience-appropriate technical communications with management, support personnel, and the customers
Who can apply
- Bachelor’s degree in computer science, Information Systems, Statistics, Mathematics, or similar fields
- Experience working with technically diverse teams
- Strong verbal and written communication skills for English is required including ability to adapt diverse cultural aspects
- Other international languages such as German, French is a plus
About Company
PTC (NASDAQ: PTC) unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity. With PTC, and its partner ecosystem, manufacturers can capitalize on the promise of today’s new technology to drive digital transformation.
