Customer Care Specialist

The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.

The Role

As a member of the Customer Care Team, the Customer Care Specialist has a primary responsibility for non-technical customer service requests from AspenTech customers and field staff, by providing proactive support to facilitate a high touch customer service model which seeks to drive the customer experience to new levels of satisfaction and loyalty.

Your Impact

• Handling 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
• Conducting in depth review of license key configurations to understand customer requests for license key creation and delivery
• Configuring and creating license files including providing emergency license files to troubleshoot plant down situations
• Determining the correct license locking mechanism for each type of license file, retrieving license file locking mechanisms, and retrieving license system names
• Determining currently used versions and upgrade paths available for customers
• Providing access and delivering media upgrades and licensing to all internal and external customers
• Processing all non-revenue license requests for internal and external customers
• Providing triage for emergency/cybersecurity calls, includes collecting information about product, version and business impact
• Conducting in depth customer entitlement review by analyzing Service License Agreements, Software Maintenance agreements and researching entitlement data in the corporate entitlement databases
• Determining customer’s current credit status (outstanding invoices, credit hold and billing details) and working with Collections as needed to address customer requests
• Determining tax jurisdiction for physical shipments of locking hardware and media
• Determining the eligibility of academic institutions against the University Program requirements
• Reviewing contractual terms and conditions and addendums and working with Legal
• Managing Salesforce opportunities and processing University Program renewals
• Conducting reviews of all Voice of the Customer Surveys and liaising with other departments to address customer feedback
• Maintaining web support entitlement by validating, authorizing, and revoking end-user access
• Generating reports for customer intelligence data from AspenTech field staff

What You'll Need

• 1-3 years of customer support experience in a fast-paced high-tech environment
• College Degree preferred
• Excellent customer service and interpersonal skills
• Exceptional written and verbal communication skills
• Strong attention to details and organizational skills
• Demonstrated ability to handle multiple priorities
• Ability to work under tight deadlines
• Ability to work well with limited supervision
• Experience with using Salesforce or other CRM preferred
• Experience with using MS Office tools such as Word and Excel preferred