AspenTech

Technical Support Consultant

GB-READING
Req #
9421
# of Openings
1
Job Posting Category
Technical Support & Training

Overview

Aspen Technology is the world's leading supplier of software for optimizing process engineering and manufacturing. 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. We constantly drive innovation in our products to remain the industry leading engineering technology company for the process industries. For more information, visit www.aspentech.com. This opportunity is within the Customer Success and Training (CS&T) department and plays vital role in improving customer satisfaction. The successful candidate will be providing high level of technical support to internal and external customers. Continuous improvement is must to ensure the department is offering the best level of service.

Responsibilities

• Manage customer queries reported by customers via telephone, web chat and e-mail using CRM Salesforce
• Troubleshoot product license and installation and related technical issues
• Advise customer on configuration, license/token usage
• Escalation of issues to other disciplines within AspenTech, e.g. Research & Development or Professional Services
• Resolve issues within agreed KPI’s and SLA’s
• Creation of knowledge base articles for distribution to customers
• Participate in beta testing of future software releases to help drive improved product quality
• Provide support to Sales, Business Consultants and Marketing as and when required
• Knowledge transfer for internal staff

Qualifications

• Bachelor's Degree in Computer Science or related subject
• Knowledge of Windows Server troubleshooting, virtualization (e.g. VMWare, HYPER-V), network troubleshooting,

basicprogramming (e.g. XML) and database knowledge (e.g. SQL)
• Knowledge of Microsoft Active Directory, DNS, DHCP, Exchange and File Servers
• Knowledge of C++, COM, WPF, database technologies, web technologies and cloud tech-nologies is desirable
• Knowledge of AspenTech Plant Operation products an asset, particularly InfoPlus.21 and/or DMC plus would be an

advantage

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