AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.
We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.
If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers.
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This position serves an important function within the Customer Support organization. The AVEVA Call Analyst role acts as the first line contact for internal and external customers in responding to and acknowledging both technical and non-technical issues. AVEVA Call Analysts work in concert with automation to provide a seamless and sophisticated inquiry reception system. AVEVA Call Analysts work directly with customers, partners, and systems integrators to receive, resolve, and direct customer inquiries coming in via telephone, email, chat, or internet. Call Analysts verify entitlement and route inquiries to the most appropriate resources to quickly resolve the inquiry. Call Analysts may answer non-technical questions regarding company products, assist customers to access AVEVA websites, locate information, and connect customers to resources. Call Analysts escalate technical questions regarding company products to Customer Support Engineers. Other Call Analyst duties include creating and maintaining customer data records, running and interpreting reports, creating documentation such as job aids, processing web security access requests, and special projects as assigned.
Principal Responsibilities
Receive phone calls, chats, emails, web inquiries and acknowledge within defined SLAs
Verify and update contact information
Entitlement management and enforcement
Create case for incoming inquiry if customer has required entitlement.
Resolve simple script driven cases
Forward/Handle material/service/training requests to relevant regional teams
Forward technical cases to the relevant Local / Regional Level 2/ Technical Success Manager / Solution Support team(s)
Pro-actively and on-demand, schedule services based on entitlements
Other administrative / ad-hoc activities: Customer Surveys.
Perform other job-related duties and special projects as assigned.
Preparation of Power point presentations
Reporting of customer support utilization, customer support operations
Collaboration within and across teams.
Essential / Desirable Competencies
Essential Competencies
College, University, or education
Minimum 2 to 4 years’ of confirmed related experience
Very good organizational skills
Strong business communication skills
Conflict management/resolution skills
MS Office (Access, Excel, Outlook, Word) – advanced
Previous experience with handling inbound telephone calls and emails in a technical call center or help desk environment
Very good English language skills (both spoken and written)
Experience with call (incident) tracking software such as Salesforce.com Service Cloud, Clarify, SAP, Remedy or equivalent
AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.
AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.