Client Technologies Technician, Sr. jobs in Lowell, MA

Job Summary:
We are looking for applicants to join our Support, Deployment & Licensing team in the US, interacting directly with customers and helping them to be successful.

This role is focused on computing, IT, and database skills, helping our customers install and manage our suite of enterprise software. This role is focused on helping aPriori customers get the most value from their software purchase by providing on going support for issues and questions they have about their solution. It ultimately requires a broad knowledge of a range of technologies, and ideal candidates would enjoy working on a variety of different topics and projects. They would be energized by being confronted by a problem that they had never seen before.

A successful applicant would be responsible for diagnosing and progressing a wide range of possible customer issues with aPriori software, providing workarounds and resolutions where appropriate. If an applicant does not have all the requirements listed below, they will certainly have the opportunity to learn them all.

The team works collaboratively and interacts with many different aspects of the aPriori business, including Development, Sales, Product Management, and Account Management. As the successful applicant develops, they will have ample opportunity to take on extra responsibility and specialize in different aspects of the business.

Location: This is a hybrid (onsite and remote) position based in Concord, MA. Additionally, the role requires coverage of US hours, including west coast hours for at least 50% of the time.

Responsibilities:
•    Reviewing and responding to incoming questions and issues from customers thru our web based ticket tracking system – Zendesk
•    Following standard process and timelines to meet service level agreement response times for customer inquiries.
•    Analyzing incoming issues and finding solutions working thru a combination of knowledge base searches, personal experience, team suggestions and potentially with product management and development engineers directly. 
•    Managing customer questions diligently and efficiently, involving other members of the aPriori team as needed. 
•    Proactively identifying risks to customer accounts, or issues that may escalate. 
•    Communicating issues, requirements, and feedback between the customer and other internal teams. 
•    Reproducing questions & issues for further analysis, and exploring potential solutions and workarounds
•    Writing documentation & knowledgebase articles, and creating other content (e.g. videos, PowerPoint). 
•    Working on internal projects to help the efficiency of the team.

Required Skills/Abilities:
•    Excellent communication skills, both written and spoken. Able to communicate with empathy for the customer. 
•    Proven problem-solving skills – insatiable appetite to find the solution
•    Able to independently follow through and complete tasks to a high standard in a timely manner. 
•    Is uncomfortable seeing customers struggle for solutions. 
•    Willingness to learn new concepts and ideas
•    German Business language skills is a plus

Education and Experience:
•    Degree in Engineering, Computer Science, or another STEM subject. 
•    Broad experience of IT topics (e.g. Windows operating systems, networking, databases), ideally working with enterprise software. 
•    Experience working major CAD systems (e.g. CREO, Solidworks, NX, CATIA) and PLM systems (e,g. Teamcenter, Windchill). 
•    Proven experience coding or scripting, in any technology. 
•    Proven experience working with Windows technologies, databases
•    Experience using customer support or similar technologies that queue work tasks
•    Experience in a role responsible for troubleshooting solutions
•    Experience in support role for customers (internal or external customers) with a proven track record of successful & timely interactions and resolutions for those customers
•    Experience testing and troubleshooting aPriori solutions
•    Knowledge of databases, either thru direct experience or in education

aPriori Offers: 
A team environment where your experience is valued, your voice is heard, and the work that you do makes an impact for our customers and employees.  
aPriori offers competitive compensation in a dynamic, growing innovative environment.  A competitive benefits package which includes medical, dental, and vision for employees and their dependents, life, disability, flexible spending accounts, 401k match, career-growth opportunities, flexible time, and paid time off benefits – including aPriori days, and more! 

CCPA Notice:
https://www.apriori.com/california-privacy-policy/