Customer Support Specialist PLM

Gerber Technology LLC; Atlanta (GA); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Lectra in Smyrna, GA seeks a Customer Support Specialist for Kubix Link to support and resolve issues in Lectra's Kubix Link solution. The role is permanent and hybrid with two remote days per week, located near Atlanta with occasional travel to offices.

The candidate will handle requests, maintain ticket records, guide end users, and contribute to knowledge base improvements. English and Spanish fluency is required, along with a software/PLM background.

Qualifications

• Bachelor or Master in software engineering, computer science, digital technologies, electronics or information systems.
• 3+ years of experience in customer support.

Responsibilities

• Receiving and addressing incoming support requests, troubleshooting and resolving application issues.
• Maintaining accurate ticket records with incident and resolution steps.
• Guiding customers on application usage and best practices.
• Documenting recurring problems to enrich the internal knowledge base.
• Communicating courteously with clients to ensure a positive support experience.
• Managing multiple tickets, prioritizing tasks for timely resolution.
• Collaborating with higher-level support teams and developers on escalations.
• Organizing handover meetings with the project team before go-live.
• Identifying and escalating cross-sell opportunities.
• Performing technology watch.

Skills

Javascript

CSS

HTML5

Bilingual English/Spanish

Education

Bachelor or Master in software engineering / computer science / digital technologies / electronics / information systems

Job description

Customer Support Specialist PLM

Permanent contract - Atlanta

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services... At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn't stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we're always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

POSITIONSUMMARY

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

• 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 located in Smyrna GA and is a hybrid role (two days of remote work per week). Only candidates local to the area should apply.
• There will be 10% travel to various Lectra offices.