There are 4,500 of our people in more than 40 countries who challenge themselves and each other to create and improve the transformative technology our customers need. With our help, industries across the world can make a positive difference to the lives of people everywhere.
We take pride in our core values and the diversity of our people, valuing the unique experience and expertise that people from different backgrounds bring to our business. At AVEVA, we’re all about Limitless possibilities. Are you?
AVEVA currently have an excellent career opportunity for a Global Solution Support Agent, to work within the Global Customer Support (GCS) team within the AVEVA Software Business Group and support the customer FIRST Program which offers a rich portfolio of essential software maintenance, award winning technical support and services to help customers protect and extend the value of their investment and keep their operations running smoothly.
The Case Coordinator position is part of the Global Customer Support (GCS) organization, under the Customer FIRST Program. The overall job of the Case Coordinator is to ensure that on a day-to-day basis, AVEVA Premium and Elite +TAM customers are receiving quality, world-class technical support. This position is charged with customer care activities related to large multinational customers. The Case Coordinator role is focused primarily in the post-sales phase, works with the TAM Support team ensuring customer issues are being addressed to meet requirements outlined in Customer FIRST contract.
Principle Duties & Responsibilities:
•Work with cross functional teams (internal and external) to ensure timely resolution of the customer’s issues
oThis will involve assigning tickets to correct assignee group or TAM team member, using our CRM system and updating cases within customer’s CRM system.
•Responsible for reviewing and updating Cases to ensure to meet KPI’s outlined in customer support contract
•Excellent written and oral English communication skills are necessary; proficiency in other languages in addition to English is a plus.
•Expert listening skills and be able to probe with leading questions to gather relevant information
•Strong social and organizational skills, and ability to develop network for cross-functional working.
•Experience with Microsoft Office 2010 or higher
•Degree in technical field such as Computer Science.
AVEVA is an Equal Opportunity Employer and we take pride in the diversity of our employees, valuing the special experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen.
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.