Technical Support Specialist- SaaS

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Summary

Job Description

As a Customer Support Specialist, you will be our, customer-facing product expert. Support customers on product functionality, guiding them through their unique support concerns, and supporting them every step of the way until they are CMMS all-stars will be your mission in life.You will report to SENIOR MANAGER, CUSTOMER EXPERIENCE

Your Responsibilities

• Troubleshoot application issues and determine solutions for our customers.
• Document all issues and related information on the ticket tracking system.
• Follow-up with customers on their tickets.
• Escalate issues to help provide resolution.
• Empower customers to get the most out of our products by developing and sharing best practices to increase customer Return on investment.
• Work with team members and positively contribute to team discussions.
• Collaborate with the Product Development team to share customer feedback and ideas around product improvements.
• Write SQL queries.
• Manage a broad list of APAC customers and deliver a consistent and delightful customer journey
• Communicate with clients and deploy a one-to-many approach to the customer outreach.
• Be a first point of contact with customers and provide advice on our solutions, use cases and product functionality.
• Build the customer success framework by delivering repeatable, predictable outcomes and experiences for our customers, communicate Upsell/Expansion opportunities to sales.
• Identify customer needs and advocate for your customers in collaboration with other teams (Marketing, Services and Product)
• Assist User engagement, identifying gaps with onboarding and ever boarding for new and existing clients.
  
  

The Essentials - You Will Have

• 2+ years of experience in software customer success and or technical support with a focus on EAM (enterprise asset management), CMMS (computerized maintenance management software), or B2B SaaS solutions
• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent.
  
  

The Preferred - You Might Also Have

• Proficiency in MS Office, with an emphasis on Excel
• SaaS product experience
  
  

What We Offer

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development
• and other local benefits!
  
  

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

or

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.