Job Description
The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.
The RoleAs a member of the Customer Care Team, the Customer Care Specialist has a primary responsibility for non-technical customer service requests from AspenTech customers and field staff, by providing proactive support to facilitate a high touch customer service model which seeks to drive the customer experience to new levels of satisfaction and loyalty.
Your Impact- Resolve incoming requests (phone, e-mail and web) from customers and employees pertaining to customer orders, shipments, product installations, licenses, invoices and general customer service inquiries.
- Conduct in depth review of license key configurations to understand customer requests for license key creation and delivery.
- Configuring and creating license files including providing emergency license files to troubleshoot plant down situations.
- Providing triage for emergency/cybersecurity calls, includes collecting information about product, version and business impact.
- Conduct in depth customer entitlement reviews by analyzing Service License Agreements, Software Maintenance agreements and researching entitlement data in the corporate entitlement databases.
- Determine customer’s current credit status (outstanding invoices, credit hold and billing details) and work with Collections as needed to address customer requests.
- Reviewing contractual terms and conditions and addendums and working with Legal.
- Document all work in a CRM system (Salesforce).
- Other department projects or reporting as needed.
What You'll Need
- 1 - 2 years of customer support experience in a fast-paced high-tech environment.
- College Degree preferred.
- Excellent customer service and interpersonal skills.
- Exceptional written and verbal communication skills.
- Strong attention to details and organizational skills.
- Demonstrated ability to multitask, shifting priorities several times during the day.
- Ability to work under tight deadlines.
- Ability to work well with limited supervision.
- Experience with using Salesforce or other CRM preferred.
- Experience with using MS Office tools such as Word and Excel preferred.
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