Customer Support Specialist PLM

LECTRA Gruppe; Atlanta (GA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Lectra in Atlanta, GA, is seeking a Customer Support Specialist for Kubix Link to support and resolve customers’ issues, log tickets, and share guidance on product usage.

The ideal candidate holds a Bachelor’s or Master’s in software engineering, computer science, digital technologies, electronics or information systems, with 3+ years in customer support; fluent in English and Spanish; hybrid work (2 days remote) and up to 10% travel.

Qualifications

• Bachelor's or Master's degree in software engineering, CS, digital technologies, electronics or Information Systems.
• 3+ years of customer support experience.
• Fluent in English and Spanish; other languages a plus.

Responsibilities

• Receiving and addressing incoming support requests, troubleshooting and resolving application issues.
• Maintaining accurate ticket records, detailing incidents and resolutions.
• Providing guidance on application usage and best practices to customers.
• Documenting recurring problems to enrich the internal knowledge base.
• Communicating effectively with clients to ensure a positive support experience.
• Managing multiple tickets and prioritizing tasks for timely resolution.
• Collaborating with higher-level support teams and developers to resolve escalations.
• Organizing handover meetings with the project team before go-live.
• Identifying and escalating cross-sales and upsell opportunities.
• Performing technology watch and staying up-to-date with product updates.

Skills

Customer support

Troubleshooting

Ticket management

Cross-functional collaboration

Communication

English & Spanish

Fashion/ERP knowledge

Team collaboration

Education

Bachelor's or Master's in software engineering, CS, digital technologies, electronics, or IS

Tools

PLM

PIM

DAM

ERP (SaaS)

Job description

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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 Kubix Link solution's customers.

DUTIES AND rESPONSIBILITIES

The main responsibilities of the Customer Support Specialist are:

• 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.
• 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.