Technical Support Analyst (PLM/QMS)

TL;DR

Technical Support Analyst (PLM/QMS): Providing technical support for a cloud-based PLM/QMS platform to a growing customer base and internal staff with an accent on investigating and reproducing customer issues and maintaining knowledge base documents. Focus on problem-solving, driving issues to completion within SLAs, and ensuring high-level customer service.

Location: Remote, candidate must be based anywhere in the EMEA region (Europe, Middle East, and Africa)

Company

hirify.global is a global software company providing product lifecycle management (PLM) and quality management system (QMS) solutions to help companies design, produce, and deliver innovative products.

What you will do

• Provide high-level customer service on a consistent basis, working collaboratively with Arena customers.
• Field and respond to customer requests and technical questions related to Arena software applications within given SLAs.
• Investigate and reproduce customer-reported issues, create corresponding 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.
• Experience with Salesforce and ServiceCloud.
• Excellent interpersonal and written communication skills including English.
• Excellent problem-solving skills and self-reliance.
• Strong customer empathy with a solid service-oriented attitude and mindset.

Culture & Benefits

• Opportunity to explore, learn, and grow within a global team.
• Work with cutting-edge technologies to transform the physical world.
• Collaborate alongside talented industry leaders.
• Passion for problem-solving through innovation.