Technical Support Specialist I

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 RoleCustomer 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 a Technical Support Specialist to join our Manufacturing Execution System (MES) support team. The ideal candidate should have strong problem-solving, communication skills, and willingness to learn new concepts. This role involves resolving technical issues and providing training on AspenTech MES and DataWorks software. Prior experience in troubleshooting network and server related problems is preferred but not 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 training classes, based on the relevant principles of and industrial processes, to AspenTech customers.
• Develop and/or maintain customer focused training materials for new releases and new applications in the industry.
• 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.
• Function as a subject matter expert in AspenTech’s pre-release software testing program to drive improved product quality.
• 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 knowledgebase.
   

What You'll Need

• Bachelor’s or master’s degree in computer science, Information Technology, Engineering, or a related discipline. 
• Minimum of 2+ years relevant/industry experience preferred. University experience may count. 
• Technical knowledge of Windows Server, Virtualization (e.g. VMWare, HYPER-V), TCP/IP, and Network troubleshooting is preferred but not required.
• Basic database knowledge (e.g. SQL).
• Prior experience with AspenTech software or similar tools is a plus.
• Prior experience in the chemical, refining, or petrochemical industries related software/ consulting is a plus. 
• Ability to present complex information in a clear and concise manner through 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.