AspenTech

Technical Support Consultant

READING
Req #
9505
# of Openings
1
Job Posting Category
Technical Support & Training

Overview

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.

 

This opportunity is within the Customer Support and Training (CS&T) department and plays vital role in improving customer satisfaction. The successful candidate will be providing technical support for products in the Manufacturing Execution Systems (MES) product suite.

Responsibilities

Working as part of a team of Technical Support Consultants, the Technical Support Consultant will be required to provide technical support to AspenTech customers for the Manufacturing Execution Systems suite of products (e.g. InfoPlus.21). 

 

Responsibilities:

  • Troubleshooting and resolution of technical issues reported by customers via telephone, web chat and e-mail
  • Develop product knowledge to enable contribution to second level support activities
  • Escalation of issues to other disciplines within AspenTech, e.g. Research & Development or Professional Services
  • Assist in the meeting of key performance indicator targets
  • Creation of knowledge base articles for distribution to customers
  • Participate in beta testing of future software releases to help drive improved product quality
  • Deliver product training in either AspenTech public training facilities or on customer site
  • Onsite services work
  • Technical Customer Advocate services to help improve the satisfaction of key customers
  • Providing technical support for other AspenTech products (e.g. installation/systems issues)

Qualifications

 

  • Bachelor's Degree in Computer Science (or related degree) preferred
  • Technical knowledge required in areas such as Windows Server troubleshooting, virtualization (e.g. VMWare, HYPER-V), network troubleshooting, basic programming (e.g. XML) and database knowledge (e.g. SQL)
  • Excellent communication, customer relationship and troubleshooting skills
  • English communication skills are mandatory (additional language skills would be beneficial)
  • Ability to travel
  • Knowledge of AspenTech Plant Operation products, particularly InfoPlus.21 and/or DMCplus

 

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