Technical Support Analyst

Who Is Arena Solutions & How Do You Fit as our Technical Support Analyst

Location: Andover, MA or Austin, TX

Do you enjoy helping customers meet their business needs and being successful? Do you have a passion for solving problems and an inquisitive mind? Then you want to be part of Arena Solutions, an amazing team working for the premier cloud-based PLM/QMS platform.

Arena is redefining product lifecycle management (PLM) and quality management system (QMS) solutions to help complex product companies and their supply chains design, produce and deliver innovative products to market fast.

As a member of the Arena Solutions support team, the Support Analyst will report to the Support Manager and be primarily responsible for providing technical support to Arena’s growing customer base and internal staff, as well as regular assistance to other internal groups in the areas of Training, Account Management, Customer Success, Sales, and Quality Assurance.

You need to be highly motivated; detail and process oriented and be able to handle multiple tasks using various software tools in a consistently customer-service oriented manner. The candidate should be eager to work with a fast-growing customer base and be able to quickly think on his/her feet to resolve issues and put customers at ease with minimal downtime and effort.

Responsibilities

  • Provide high-level customer service on consistent bases across all customers working collaboratively with Arena customers.
  • Field and respond to customer requests and technical questions related to Arena software applications within the given SLA.
  • Develop and maintain a deep understanding of Arena applications, modules, and features as well as other new technology.
  • Investigate and reproduce customer reported issues, create corresponding support cases and provide appropriate workarounds when needed.
  • Develop and help maintain technically-oriented knowledge base documents.
  • Analyze customer support cases for response type, escalation management and driving issues through completion.
Required Skills and Experience

  • At least 3 years in a technical support role with web-based tools
  • Excellent interpersonal and written communication skills including English
  • Omnify and/or Arena, Microsoft Office, and Salesforce knowledge
  • Must have previous customer/technical support experience
  • Experience working with cross-functional teams to resolve issues in timely manner
  • Excellent problem-solving skills and self-reliant
  • Willingness to engage with the customer on the phone and/or via email to drive resolution
  • Must possess strong customer empathy with solid service-oriented attitude and mindset
  • Ability to multi-task and perform effectively under pressure
  • Detail oriented with the ability to perform at high-level independently with little supervision
Preferred Skills and Experience

  • Experience in a technical support organization analyzing, researching, testing and resolving technical issues for external customers
  • Familiarity with PLM/QMS platforms a plus
  • Knowledge of cloud-based technologies
  • Experience with Salesforce and ServeCloud
Education

  • Bachelor’s degree required in Computer Science or Engineering