PLM Customer Support Specialist - Hybrid & EN/ES Pro

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

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.