Primary Responsibilities:

Customer Case Processing & Routing

· Open support cases in the Customer Relationship Management (CRM) system for issues reported via phone, voicemail, or email.

· Route incoming customer calls to the appropriate technical support team or department.

· Escalate critical or urgent issues to Technical Support Management.

· Monitor and route ISO-related cases following low-rated customer satisfaction surveys.

Community Moderation

· Act as an online PTC Community Moderator, enforcing moderation guidelines and contributing to PTC’s online support strategy.

Case Handling & Support Tools

· Handle basic user issues related to PTC customer-facing tools (e.g., eSupport portal).

· Manage case routing and monitor support queues in line with ISO and internal processes.

· Analyze customer feedback submitted through the eSupport portal and CRM system.

Coach/Mentor Help develop new hires on tools and processes related to Customer Service through Coaching or Mentoring Help Managers to prepare development plans and execute them.

Requirements:

· Bachelor’s degree in any discipline

· 0–1 year of experience in customer support or a related field (preferred)

· Proficiency in Windows at the user level, with basic administrative knowledge

· Excellent verbal and written communication skills for handling customer issues via phone and email

· Strong troubleshooting abilities, including configuration, duplication, and root-cause analysis of technical issues

· Solid technical writing skills, with the ability to document and share knowledge through article publishing

Life at PTC At PTC, life is about more than just working with cutting-edge technologies to transform the physical world—we celebrate individuality and collaboration. You'll work alongside some of the industry’s brightest minds, solving real-world problems through innovation.

If you're passionate about learning, growth, and meaningful impact, you'll find a fulfilling career experience here. Ready to take the next step in your journey with us?