Customer Care Specialist

Job Locations US-MA-Bedford
Req #
# of Openings
Job Posting Category
Technical Support & Training


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 As a member of the Customer Care Team, you will have primary responsibility for non-technical customer service requests from AspenTech customers and field staff. You will also provide proactive outbound support to facilitate a high touch customer service model which seeks to drive the customer experience to new levels of satisfaction and loyalty. This position is based in our Bedford, MA headquarters.


  • Handle 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
  • Enter customer entitlement information into our databases
  • Verify customer entitlement by researching entitlement data in the corporate entitlement databases
  • Proactively provide status updates to customers regarding pending orders and shipments
  • Call customers to verify that each shipment was received to their satisfaction and to assess any additional customer needs.
  • Follow-up with customers regarding feedback gathered from periodic Satisfaction Surveys and ensure that the appropriate AspenTech staff are notified if corrective action is required.
  • Provide coverage for overflow telephone calls to the regional AspenTech support centers
  • Maintain web support entitlement by validating, authorizing and revoking end-user access
  • Generate reports for customer intelligence data from AspenTech field staff
  • Participate in other group projects and assignments as required


  • 3 years of customer service experience in a fast-paced high-tech environment
  • College Degree Preferred (Associates or Bachelors)
  • Excellent customer service skills
  • Exceptional written and verbal communication skills
  • Strong attention to details and organizational skills
  • Demonstrated ability to handle multiple priorities
  • Ability to work well with limited supervision
  • Strong knowledge of MS Office tools such as Word and Excel
  • Salesforce knowledge a plus
  • Bilingual a plus – Portuguese or French preferred


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