Customer Support Specialist PLM

Lectra; Atlanta (GA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Lectra is seeking a Customer Support Specialist for Kubix Link to support and resolve issues for customers using Lectra's Kubix Link solution. The role emphasizes troubleshooting, ticket management, and knowledge sharing to enhance the customer experience.

The ideal candidate has a solid foundation in software-related fields, at least 3 years in customer support, and fluent English with Spanish. The position is hybrid with occasional travel to Lectra offices.

Qualifications

• Bachelor or Master’s degree in software engineering, computer science, digital technologies, electronics, Information Systems or related area will be required.
• 3 years or above working experience in customer support will be a minimum.

Responsibilities

• Receive and address incoming support requests, troubleshoot and resolve application issues and monitor performance.
• Maintain accurate ticket records with incident details and resolutions.
• Provide guidance on application usage and best practices to end-users.
• Document recurring problems and solutions to enrich the knowledge base.
• Communicate effectively and courteously with clients for a positive support experience.
• Manage multiple tickets and prioritize tasks for timely resolution.
• Collaborate with higher-level support teams and developers to resolve escalated issues.
• Organize and oversee handover meetings with the project team before go-live.
• Identify and escalate cross-sell and upsell opportunities.
• Perform technology watch.

Skills

Business knowledge

Team collaboration

Customer relationship building

Problem solving

Communication skills

Active listening

Presentation skills

English

Spanish

Education

Bachelor’s or Master’s degree in software engineering, computer science, digital technologies, electronics, information systems or related area

Tools

JavaScript

CSS

HTML5

Job description

Job Description

POSITION SUMMARY

The Customer Support Specialist for Kubix Link is a key contributor in supporting and resolving issues of Lectra’s Kubix Link solution’s customers.

Duties And Responsibilities

• Receiving and addressing incoming support requests, troubleshooting and resolving application issues and performance monitoring.
• Maintaining accurate ticket records, detailing each incident and resolution steps.
• Providing guidance on application usage and best practices to customers’ end-users.
• Documenting recurring problems and solutions to enrich the internal knowledge base.
• Communicating effectively and courteously with clients, ensuring a positive support experience.
• Managing multiple support tickets, prioritizing tasks for timely resolution.
• Collaborating with higher-level support teams and developers to resolve escalated issues.
• Organizing and overseeing the handover meetings with the project team before the go-live.
• Identifying and escalating cross sales and up sales opportunities.
• Performing technology watch.

Profile Description

PROFILE

• Bachelor or Master’s degree in one of the following fields: software engineering, computer science, digital technologies, electronics, Information Systems or related area will be required.
• 3 years or above working experience in customer support will be a minimum.

KEY COMPETENCIES

• Business knowledge: capacity to understand fashion clients' needs and fashion processes (design, development, merchandising, supply chain, quality)
• IT solutions knowledge: capacity to understand processes and technologies such as PLM, PIM, DAM, ERP solutions, etc. ideally in Saas mode
• Team collaboration: capacity to collaborate with internal stakeholders and share relevant information with developers and project managers
• Customer relationship building: demonstrates strong interpersonal, communication, presentation and active listening skills. Has the image of being an expert, a trusted advisor, and a business partner for clients.
• Problem solving: ability to approach problems logically and creatively, breaking them down into manageable parts and coming up with effective solutions.
• IT skills: knowledge and experience using Javascript, CSS, HTML5
• Communication skills: ability to convey complex technical concepts in a clear and understandable manner to both technical and non-technical stakeholders
• Fluency in English and Spanish is a must, other languages are a plus.

TRAVEL

• The position is hybrid (two days of remote work per week).
• There will be 10% travel to various Lectra offices.