Customer Support Operations Analyst

AspenTech is a global software leader helping industries meet the increasing demand for resources from a rapidly growing population in a profitable and sustainable manner. Our Digital Grid Management software suite, including AspenTech OSI products, helps power and utilities companies achieve superior real-time control, optimization and management for exceptional performance of complex energy networks.

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.
The objective of this position is to support the enablement and operational excellence of our Customer Support and Training (CS&T) Team.

Your Impact

• Takes initial customer calls and answers general questions regarding company products and services. Determines caller eligibility for technical support and triages calls to technical support teams.
• Documents customer concerns and works with appropriate resources internally to respond.
• Other responsibilities include facilitating escalations internally, use of internal databases to answer customer questions and writing internal/external non-technical documentation; assist with coordinating customer trainings if needed.
• Support of CS&T and its mission to deliver world-class support and training experience to all our customers.
• Develop, manage and deliver onboarding programs and training, playbooks, tools and best practices to support and enhance the skills, knowledge, and competencies of our CS&T Teams globally.
• Collaborate with internal stakeholders to identify improvement opportunities and improve customer satisfaction.
• Ability to identify trends, efficiencies, and improvements to work processes and operating model.

What You'll Need

• Bachelor’s degree required.
• Must have 3 years’ experience with Microsoft Office Suite.
• Salesforce experience is a plus.
• Excellent project management, time management skills, organization skills, and attention to detail.
• Must be able to handle multiple tasks and meet deadlines in a fast-paced environment.
• Excellent written and communication skills.
• Highly motivated with the ability to work effectively independently or within a team.
• Individuals with limited enablement experience who demonstrate the relevant passion and traits to be successful in this role will be seriously considered.

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