Customer Care Specialist Job in Burlington, Massachusetts US
AspenTech is a recognized expert and leading provider of award-winning process optimization software and services. AspenTech's integrated aspenONE(TM) solutions enable manufacturers to reduce costs, increase capacity, and optimize operational performance end-to-end throughout the engineering, plant operations, and supply chain management processes, resulting in millions of dollars in cost savings. For more information, visit www.aspentech.com.
As a member of the Customer Care Team, you will have primary responsibility for non-technical customer service requests from AspenTech customers and field staff. You will also provide proactive outbound support to facilitate a high touch customer service model which seeks to drive the customer experience to new levels of satisfaction and loyalty. This position is based in our Burlington, MA headquarters .
- Handle 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
- Verify customer entitlement by researching entitlement data in the corporate entitlement databases
- Proactively provide status updates to customers regarding pending orders and shipments
- Call customers to verify that each shipment was received to their satisfaction and to assess any additional customer needs.
- Follow-up with customers regarding feedback gathered from periodic Satisfaction Surveys and ensure that the appropriate AspenTech staff are notified if corrective action is required.
- Provide coverage for overflow telephone calls to the regional AspenTech support centers
- Maintain web support entitlement by validating, authorizing and revoking end-user access
- Generate reports for customer intelligence data from AspenTech field staff
- Participate in other group projects and assignments as required
- 3 years of customer service experience in a fast-paced high-tech environment
- College Degree Preferred (Associates or Bachelors)
- Excellent customer service skills
- Exceptional written and verbal communication skills
- Strong attention to details and organizational skills
- Demonstrated ability to handle multiple priorities
- Ability to work well with limited supervision
- Strong knowledge of MS Office tools such as Word and Excel
- Bilingual a plus - French or Italian preferred
If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=1419262-1789-1072