Customer Support Operations Analyst

AspenTech is a global software leader helping industries meet the increasing demand for resources from a rapidly growing population in a profitable and sustainable manner. Our Digital Grid Management software suite, including AspenTech OSI products, helps power and utilities companies achieve superior real-time control, optimization and management for exceptional performance of complex energy networks.

• Takes initial customer calls and answers general questions regarding company products and services. Determines caller eligibility for technical support and triages calls to technical support teams.
• Documents customer concerns and works with appropriate resources internally to respond.
• Other responsibilities include facilitating escalations internally, use of internal databases to answer customer questions and writing internal/external non-technical documentation; assist with coordinating customer trainings if needed.
• Support of CS&T and its mission to deliver world-class support and training experience to all our customers.
• Develop, manage and deliver onboarding programs and training, playbooks, tools and best practices to support and enhance the skills, knowledge, and competencies of our CS&T Teams globally.
• Collaborate with internal stakeholders to identify improvement opportunities and improve customer satisfaction.
• Ability to identify trends, efficiencies, and improvements to work processes and operating model.

• Bachelor's degree required.
• Must have 3 years' experience with Microsoft Office Suite.
• Salesforce experience is a plus.
• Excellent project management, time management skills, organization skills, and attention to detail.
• Must be able to handle multiple tasks and meet deadlines in a fast-paced environment.
• Excellent written and communication skills.
• Highly motivated with the ability to work effectively independently or within a team.
• Individuals with limited enablement experience who demonstrate the relevant passion and traits to be successful in this role will be seriously considered.

#LI-WJ1