- Location
- CHI-Xi'an, China
- Type
- Full-time
- Department
- IT
- Source
- Workday
Description
Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.
Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
Generic Responsibilities
- Handle toll-free live calls from Chinese, Korean, and Japanese customers, accurately capturing their issue descriptions and opening cases on behalf of a Support Services Engineer.
- Deliver e-Support services to customers, including managing www.ptc.com web accounts and providing support for Cloud Portal/Cloud Direct products.
- Monitor the support center queues for China, Japan, and India, ensuring timely distribution of customer cases to Support Engineers according to the defined process.
- Collaborate with various teams and stakeholders to ensure customers receive the appropriate level of service.
- Internal support based on manager’s guideline
- Participate in project management activities, with future opportunities dependent on demonstrated capabilities.
Required Knowledge, Skills & Abilities
Technical
- A Bachelor’s Degree
- Exceptional Customer Service
- Ability to quickly learn software, app, AI tools
Soft skills
- Fluent written and verbal communication skills in Chinese, Japanese, Korean and English
- Logic thinking and strong analytical skills
- Customer-focused, Empathy, Desire to offer help customers
- People oriented & process oriented
- Self-motivated and ability to prioritize tasks
Desired Knowledge, Skills & Abilities
- Customer Service Experience in a Support/Call Center
- Experience in working in an IT company
Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?
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