Technical Support Representative

Xi'an, Shaanxi
Permanent
Full-time

2 days ago

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.Generic Responsibilities

Handle toll-free live calls from Chinese, Korean, and Japanese customers, accurately capturing their issue descriptions and opening cases on behalf of a Support Services Engineer.
Deliver e-Support services to customers, including managing www.ptc.com web accounts and providing support for Cloud Portal/Cloud Direct products.
Monitor the support center queues for China, Japan, and India, ensuring timely distribution of customer cases to Support Engineers according to the defined process.
Collaborate with various teams and stakeholders to ensure customers receive the appropriate level of service.
Internal support based on manager’s guideline
Participate in project management activities, with future opportunities dependent on demonstrated capabilities.

Required Knowledge, Skills & AbilitiesTechnical

A Bachelor’s Degree
Exceptional Customer Service
Ability to quickly learn software, app, AI tools

Soft skills

Fluent written and verbal communication skills in Chinese, Japanese, Korean and English
Logic thinking and strong analytical skills
Customer-focused, Empathy, Desire to offer help customers
People oriented & process oriented
Self-motivated and ability to prioritize tasks

Desired Knowledge, Skills & Abilities

Customer Service Experience in a Support/Call Center
Experience in working in an IT company

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here."

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