Technical Support Representative

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.  

PTC is seeking a dynamic and client-focused Associate Technical Support Representative to join the Support Services organization located in Pune (India - Night Shift) and supporting customers across North Americas. This role is responsible for providing a seamless PTC experience to achieve our customer’s desired outcomes and accelerate customers’ success to go further than they thought possible.

Job Description

The Technical Support Representative (TSR) team is responsible for delivering high-quality customer support and managing various internal administrative tasks. As professional service representatives, TSRs ensure efficient case resolution for PTC customers while fostering a positive and collaborative work environment within the Technical Support (TS) organization.

TSRs play a vital role in helping PTC achieve operational excellence by aligning with corporate support standards. They handle customer service requests, internal coordination, and community moderation under management's guidance.

In addition to supporting daily customer interactions, TSRs also serve as online Community Moderators—helping to implement PTC’s Community Moderation Strategy by monitoring and managing user-generated content in coordination with the Technical Support and Internal Community Management teams.

Primary Responsibilities:

Customer Case Processing & Routing

• Open support cases in the Customer Relationship Management (CRM) system for issues reported via phone, voicemail, or email.
• Route incoming customer calls to the appropriate technical support team or department.
• Escalate critical or urgent issues to Technical Support Management.
• Monitor and route ISO-related cases following low-rated customer satisfaction surveys.

Community Moderation

• Act as an online PTC Community Moderator, enforcing moderation guidelines and contributing to PTC’s online support strategy.

Case Handling & Support Tools

• Handle basic user issues related to PTC customer-facing tools (e.g., eSupport portal).
• Manage case routing and monitor support queues in line with ISO and internal processes.
• Analyze customer feedback submitted through the eSupport portal and CRM system.

Coach/Mentor Help develop new hires on tools and processes related to Customer Service through Coaching or Mentoring Help Managers to prepare development plans and execute them.

Requirements:

• Bachelor’s degree in any discipline
• 0–2 year of experience in customer support or a related field (preferred)
• Proficiency in Windows at the user level, with basic administrative knowledge
• Excellent verbal and written communication skills for handling customer issues via phone and email
• Strong troubleshooting abilities, including configuration, duplication, and root-cause analysis of technical issues
• Solid technical writing skills, with the ability to document and share knowledge through article publishing

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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