TL;DR

Technical Support Analyst: Providing high-level technical support for cloud-based PLM/QMS software with an accent on investigating and reproducing customer issues, maintaining knowledge base documents, and analyzing support cases. Focus on driving issues through completion, collaborating with cross-functional teams, and ensuring customer success with minimal downtime.

Location: Remote (EMEA region)

Company

%hirify_global% is a global software company specializing in bringing physical and digital worlds together to improve operations and create better products through PLM/QMS platforms.

What you will do

Provide high-level customer service and collaborate with customers.
Respond to customer requests and technical questions related to Arena software applications.
Investigate and reproduce reported issues, create support cases, and provide appropriate workarounds.
Develop and help maintain technically oriented knowledge base documents.
Analyze customer support cases for response type, escalation management, and driving issues through completion.

Requirements

At least 3+ years in a technical support role with web-based tools.
Excellent interpersonal and written English communication skills.
Experience in a technical support organization analyzing, researching, testing, and resolving technical issues for external customers.
Experience with Salesforce and ServiceCloud.
Excellent problem-solving skills and self-reliance.
Knowledge of cloud-based technologies.

Nice to have

Familiarity with PLM/QMS platforms.
Experience with Omnify and/or Arena, Microsoft Office.

Culture & Benefits

Opportunity to work with today’s most cutting-edge technologies.
Be part of a global team of nearly 7,000 members.
Focus on creating opportunities for team members to explore, learn, and grow.
Environment that celebrates differences and enables ideas to come to life.
Passion for problem-solving through innovation.

Technical Support Analyst (PLM/QMS)