Technical Support Specialist

3 weeks ago

Reading, Reading, United Kingdom Aspen Technology Full time

The driving force behind AspenTech's success is its people. Our aspiration, desire, and ambition to push the envelope and overcome challenges have led to a rich set of career development programs, community service projects, and social events that foster fun and relationship building across our global community.

The Role

The CS&T department at AspenTech is a central hub acting as the voice of our customers within the business. The Technical Support Specialist plays a crucial role within the team, taking ownership of customer service to provide the highest standard of support and training.

Your Impact

Your time will be divided between solving technical problems raised by our customers and delivering training to our customer (on-site and virtual). In addition, some of your time will be spent supporting our Sales teams with pre-sales consulting and other projects.

More specifically, your duties will include but not be limited to:

  • Troubleshoot & resolve chemical engineering related industry problems reported by the customer base using AspenTech's proprietary software.
  • Function as a global expert and assist worldwide staff to resolve advanced chemical engineering related industry problems reported by the customer base using AspenTech's proprietary software.
  • Communicate with customers through phone, chat, web-conferencing, email and in-person.
  • Own escalation of all assigned customer issues and drive holistic resolution cross-functionally within AspenTech. Work with cross-functional management to ensure global issue escalation meets ongoing customer needs.
  • Identify new content areas and lead teams to create technical white papers for publication to AspenTech's web knowledgebase for areas of expertise.
  • Deliver high-quality advanced level and tailored training classes, which are based on principles of chemical engineering and industrial processes, to industry-recognized expert users.
  • Using expert knowledge of industry trends, lead development of AspenTech's customer-facing training materials for new applications and focus on the industry.
  • Mentor others to tailor training materials to specific plants and processes based on customer industrial business needs.
  • Lead a small team functioning as subject matter experts (SME) in AspenTech's pre-release beta software testing program to drive product quality.
  • Lead complex pre-sales consultations, based on chemical engineering principles and industrial processes, to identify prospects' business problems and articulate AspenTech's products as the solution.
  • Lead others to architect, configure and deploy AspenTech solutions in customer environments based on customer business needs.
  • Conduct health checks on assigned accounts.
  • Lead cross-functional improvement projects as needed with regular updates to an AspenTech management team.

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