Customer Support Specialist PLM

Job Description

POSITION SUMMARY

The Customer Support Specialist for Kubix Link is a key contributor in supporting and resolving issues of Lectra’s Kubix Link solution’s customers.

Duties And Responsibilities

The main responsibilities of the Customer Support Specialist are:

• Receiving and addressing incoming support requests, troubleshooting and resolving application issues and performance monitoring.
• Maintaining accurate ticket records, detailing each incident and resolution steps.
• Providing guidance on application usage and best practices to customers’ end-users.
• Documenting recurring problems and solutions to enrich the internal knowledge base.
• Communicating effectively and courteously with clients, ensuring a positive support experience.
• Managing multiple support tickets, prioritizing tasks for timely resolution.
• Collaborating with higher-level support teams and developers to resolve escalated issues.
• Organizing and overseeing the handover meetings with the project team before the go-live.
• Identifying and escalating cross sales and up sales opportunities.
• Performing technology watch.
  
  

Profile Description

PROFILE

• Bachelor or Master’s degree in one of the following fields: software engineering, computer science, digital technologies, electronics, Information Systems or related area will be required.
• 3 years or above working experience in customer support will be a minimum.
  
  

KEY COMPETENCIES

• Business knowledge: capacity to understand fashion clients' needs and fashion processes (design, development, merchandising, supply chain, quality)
• IT solutions knowledge: capacity to understand processes and technologies such as PLM, PIM, DAM, ERP solutions, etc. ideally in Saas mode
• Team collaboration: capacity to collaborate with internal stakeholders and share relevant information with developers and project managers
• Customer relationship building: demonstrates strong interpersonal, communication, presentation and active listening skills. Has the image of being an expert, a trusted advisor, and a business partner for clients.
• Problem solving: ability to approach problems logically and creatively, breaking them down into manageable parts and coming up with effective solutions.
• IT skills: knowledge and experience using Javascript, CSS, HTML5
• Communication skills: ability to convey complex technical concepts in a clear and understandable manner to both technical and non-technical stakeholders
• Fluency in English and Spanish is a must, other languages are a plus.
  
  

TRAVEL

• The position is hybrid (two days of remote work per week).
• There will be 10% travel to various Lectra offices.