PLM Customer Support Specialist — Hybrid (Remote 2 days/wk)

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

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.