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Sr Technical Support Specialist
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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 RoleAspenTech is an AI-powered software company helping the world’s leading energy, chemical and engineering companies succeed in their digital transformation, making their operations more efficient and reducing impact on the environment. At AspenTech, you will be part of a global market-leading company with the goal of double-digit growth and a blue-chip customer base. We offer the opportunity to make an impact, to drive innovation and to be an agent of positive change.Customer Support and Training teams are responsible for resolving customer issues, ensuring any customer experience is delivered to high quality standards and training, and working amongst cross-functional teams for the best solutions. Our goal is to continuously provide product improvements, business growth, with the highest level of customer satisfaction.We are looking for an Sr Technical Support Specialist to join our Manufacturing Execution Systems (MES) support team. You will work with products such as Aspen InfoPlus.21 and aspenONE Process Explorer. Prior experience in troubleshooting network and server related problems is required.Your Impact- Provide loyalty-inspiring customer service that drives user engagement and sustains product usage- Troubleshoot & resolve complex technical problems reported by customers using AspenTech’s proprietary software- Responsible for the escalation of customer issues and driving the resolution cross-functionally within AspenTech- Deliver high-quality intermediate/advanced level training classes, based on the relevant principles of and industrial processes, to AspenTech customers- Conduct pre-sales consultations, based on relevant industrial processes, to identify prospects’ business problems and articulate AspenTech’s products as the solution. Uncover and analyse client/prospect needs to support growth in usage, through a variety of pre-sales activities- Develop strong relationships with customers, building an understanding of their business needs and challenges- Collaboration with other AspenTech functions to maintain and develop business opportunities- Coach fellow team members to enhance their technical skills to help boost their overall contribution- Other tasks may include: Conduct health checks on assigned accounts; deliver onsite support and consultancy; deploy AspenTech solutions in customer business environments; execute various departmental improvement projects as needed; author technical white papers for publication to AspenTech’s web knowledgebaseWhat You'll Need- Bachelor's Degree in Computer Science (or related degree) preferred- Minimum of 5+ year(s) Relevant/industry experience preferred. University experience may count.- Technical Knowledge of Windows or Linux Server troubleshooting, virtualization (e.g. VMWare, HYPER-V), TCP/IP and network troubleshooting- Basic database knowledge (e.g. SQL)- Previous experience with AspenTech software or other advanced tool from another vendor is a plus.- Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills.- The ability to identify opportunities that create value for customers with a strong customer first mindset.- Ability to manage multiple responsibilities and competing priorities- Ability to travel. Travel is usually less than 25% and may occasionally be international.
