Product Support Specialist

Trace One is a global leader in Product lifecycle management (PLM) and compliance solutions within the process manufacturing and retail CPG space. With more than 30 years of industry expertise, we deliver innovative and scalable solutions that support the entire product manufacturing lifecycle and equip our customers to thrive in new markets. Serving more than 9,000 brand owners worldwide, Trace One is committed to delivering the best in every aspect of business, including solutions, data standardization and access, customer success and social and environmental responsibility.

Customer & Product Support Specialist (local relay) US

Role

• Be the local relay and manage the day-to-day operations as needed
• Assist the Product Support Manager
• Ensure customer satisfaction by providing in-depth technical & functional research and information needed to resolve in-depth technical & functional problems in an accurate, professional, and timely manner, in the respect of our SLA.
• Communicates problems resolution strategies and status to the customer in an accurate, professional, and timely, manner, in the respect of our SLA
• Be close to our customers & build strong relationship.
• Provide guidance on support related topics
• Crisis management

Main duties & responsibilities

• Resolves customer and field inquiries regarding current Trace One product behavior.
• Owns and drives resolution of customer’s cases. Maintains records of cases, defines resolution action plans and follows through to case closure, ensuring customer satisfaction of their support experience.
• Organizes the provision of product fixes to customers, coordinating necessary resources to ensure the availability is timely, efficient and satisfactory.
• Promotes customer advocacy and satisfaction throughout the company.
• Works with other Trace One departments to maintain a quality of customer interaction consistent with corporate standards.
• Contributes to extended research on customer-reported technical problems which are not known or cannot be resolved during initial investigations.
• Consults with customers as required to collect diagnostic information
• Interfaces with engineering groups (R&D/PS) as a consult point for further diagnosis of complex issues and to organize delivery of product fixes to customers.
• Coordinates necessary resources to ensure delivery is timely, efficient and satisfactory.
• Make sure customer ‘s critical reported cases are dealt with promptly and the customers are informed.
• Be involved in the management of critical account situation
• Enters appropriate and accurate data on technical problems in support case tracking system, for reference and historical purposes.
• Documents technical issues for the benefit of others as needed.
• Work on technical & functional product related projects, as required.
• Be the local relay and assist the Product Support Manager
• Develop trust between our customers and our support team
• Making sure support requests are moving well
• Managing critical situations and escalations
• Helping with general requests
• Facilitating knowledge transfer
• Providing guidance on support-related matters
• Doing periodic Support Reviews with customers and internally
• Mentors other Customer Support Engineers on resolving technical problems and mission critical support requests.
• Crisis management (critical incidents P0/P1)
• Is able to handle customer escalations, communicates resolution action plans and follows through to case closure, ensuring customer satisfaction of their support experience.
• Participate to the training and coaching of new joiners
• Be the technical functional referent for the rest of the team
• Ensure that the support coverage is respected
• Work with external partners when required

Education & Skills Required

• A Bachelor’s degree with Computer Science is normally required.
• Effective verbal and written communication skills, tact and diplomacy in dealing with sensitive customer issues, exceptional follow-through ability and good organizational skills.
• A minimum of 2 years’ experience in a technical & functional support on a SaaS / on prem environment and a general understanding of data base applications or development tools .
• Good knowledge of the case tracking tool and other tools used by Support Teams
• Capacities to deal with and manage stressful situations
• Knowledge of database and SQL language is a plus.
• Language skills: English fluent Italian or French is a plus .

Trace One is an equal opportunity employer