Sr Customer Care Specialist

Aspen Technology, Inc.; Pune District; On-site; INR 500,000 - 800,000; Full time

Job summary

Aspen Technology, Inc. is seeking a Customer Support professional in Pune District, India. The ideal candidate has 2–4 years of customer support experience in a fast-paced environment. Responsibilities include determining eligibility of institutions, managing Salesforce opportunities, and handling various customer service inquiries.

Qualified individuals should possess strong customer service skills, attention to detail, and organizational abilities, with a college degree preferred. AspenTech is an Equal Opportunity/Affirmative Action employer, committed to providing reasonable accommodations for individuals with disabilities during the application process.

Qualifications

• 2–4 years of customer support experience in a fast-paced high-tech environment.
• Strong interpersonal skills with exceptional communication abilities.
• Proven ability to manage multiple priorities and work under tight deadlines.

Responsibilities

• Determine eligibility of academic institutions against requirements.
• Review contract terms with the Legal department.
• Manage Salesforce opportunities and process renewals.
• Handle customer service inquiries regarding orders and shipments.
• Conduct customer entitlement reviews by analyzing various agreements.

Skills

Customer support experience

Salesforce or other CRM

MS Office tools (Word, Excel)

Excellent customer service skills

Written and verbal communication skills

Attention to detail

Organizational skills

Education

College degree preferred

Tools

Salesforce

MS Office

Job description

Responsibilities

• Determining the eligibility of academic institutions against the University Program requirements.
• Reviewing contractual terms and conditions and working with Legal.
• Managing Salesforce opportunities and processing University Program renewals.
• Handling incoming requests (phone, e‑mail and web) from customers and employees pertaining to customer orders, shipments, product installations, licenses, invoices and general customer service inquiries.
• Conducting in‑depth review of license key configurations to understand customer requests for license key creation and delivery.
• Configuring and creating license files, including providing emergency license files to troubleshoot plant‑down situations.
• Determining the correct license locking mechanism for each type of license file, retrieving license file locking mechanisms, and retrieving license system names.
• Determining currently used versions and upgrade paths available for customers.
• Providing access and delivering media upgrades and licensing to all internal and external customers.
• Processing all non‑revenue license requests for internal and external customers.
• Providing triage for emergency/cybersecurity calls, which includes collecting information about product, version and business impact.
• Conducting in‑depth customer entitlement review by analyzing Service License Agreements, Software Maintenance agreements and researching entitlement data in the corporate entitlement databases.
• Determining customer’s current credit status (outstanding invoices, credit hold and billing details) and working with Collections as needed to address customer requests.
• Determining tax jurisdiction for physical shipments of locking hardware and media.
• Conducting reviews of all Voice of the Customer Surveys and liaising with other departments to address customer feedback.
• Maintaining web support entitlement by validating, authorizing, and revoking end‑user access.
• Generating reports for customer intelligence data from AspenTech field staff.

Qualifications

• 2–4 years of customer support experience in a fast‑paced high‑tech environment.
• College degree preferred.
• Excellent customer service and interpersonal skills.
• Exceptional written and verbal communication skills.
• Strong attention to details and organizational skills.
• Demonstrated ability to handle multiple priorities.
• Ability to work under tight deadlines.
• Ability to work well with limited supervision.
• Experience with using Salesforce or other CRM preferred.
• Experience with using MS Office tools such as Word and Excel preferred.

Equal Opportunity / Affimative Action

AspenTech is an Equal Opportunity/Affirmative Action employer. AspenTech does not discriminate against employees or applicants on the basis of age, race, color, religion, creed, ancestry, sex, sexual orientation, gender identity or expression, pregnancy or related conditions, marital status, familial status, national origin, disability, medical condition, genetic information, citizenship, military service or protected Veteran Status or any other basis protected by applicable federal, state, or local law.

Reasonable Accommodation: We will provide reasonable accommodations to qualified individuals who have a disability or sincere religious reasons to request accommodation, when necessary to enable the individual to participate in the job application or interview process. If you wish to request an accommodation, please contact us at [e-mail].