Provide technical and functional support to customers, answering complex questions on function and usage of the product (Windchill PLM Software)
Participate in troubleshooting more complex cases with senior technical support engineers
Acquire and maintain thorough knowledge of company’s products and related applications used by customers
Handle new cases and incoming telephone calls for French-, English and German speaking customers
Provide Administrative Support duties such as logging issues in the case management system, documenting information obtained using the incoming call script and managing the support case queue
Resolve customer’s complex application questions or problems via case management system (Salesforce) in the areas of system configuration / setup, product functionality and bugs/enhancements.
