Customer Support Specialist PLM

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

Benefits offered by this job

Hybrid work model

Job summary

Lectra seeks a Customer Support Specialist for Kubix Link to resolve customer issues, monitor performance, and maintain detailed ticket records. You will guide users on application usage and contribute to a robust knowledge base.

The role requires 3+ years in customer support, fluency in English and Spanish, and strong IT and communication skills. It is a hybrid position with some travel to Lectra offices.

Qualifications

• Bachelor or Master’s degree in software engineering, computer science, or related fields.
• 3+ years of customer support experience.
• Familiarity with IT solutions such as PLM, PIM, DAM, ERP in SaaS environments.

Responsibilities

• Receive and address incoming support requests; troubleshoot and resolve issues.
• Maintain accurate ticket records with incident and resolution details.
• Provide guidance on application usage and best practices to end-users.
• Document recurring problems to enrich the internal knowledge base.
• Communicate effectively with clients to ensure a positive support experience.
• Manage multiple tickets and prioritize tasks for timely resolution.
• Collaborate with higher-level support and developers to resolve escalations.
• Coordinate handover meetings with the project team before go-live.
• Identify and escalate cross-sell and upsell opportunities.
• Conduct technology watch to stay current.

Skills

Customer support

English & Spanish fluency

IT skills: Javascript, CSS, HTML5

Communication & teamwork

Education

Bachelor's or Master's in CS / Software Engineering / related

Tools

PLM

PIM

DAM

ERP

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.