Job Description
Position Overview
Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with 3D CAD/CAM/CAE? Then we would like to hear from you!
Responsibilities:
Respond to support requests via multiple channels (chat, phone, web, online forums, and other channels) and adhere to documented processes
Document support interactions in a company-wide case management system
Escalate and consult unresolved issues to senior staff as required
Research, verify and document product defects
Actively handle the personal backlog of support requests
Manage customer and partner expectations by providing timely updates on the progress
Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology
Influence and contribute to produ...