We are seeking a dynamic and skilled Application Support Engineer to join our Post Sales team. In this role, you will be the primary point of contact for our customers, ensuring they receive exceptional support and guidance for SOLIDWORKS applications. You will collaborate closely with clients to resolve technical issues, enhance the application experience, and drive customer satisfaction.
Key Responsibilities
**Customer Support:** Serve as the main contact for post-sales application support inquiries, addressing technical issues and providing timely resolutions.
**Troubleshooting:** Analyze and diagnose application-related problems through careful investigation and assessment of logs, configurations, and operational workflows.
**Documentation:** Create and maintain documentation, including knowledge base articles, troubleshooting guides, and user manuals to empower customers and enhance team efficiency.
**Collaboration:** Work closely with cross-functional teams, including development, product management, and sales, to facilitate effective solutions and improve application features based on client feedback.
**Training & Onboarding:** Assist in the training of customers on application features, usage best practices, and new functionalities, ensuring a smooth onboarding experience.
**Feedback Loop:** Gather customer feedback and work with product teams to advocate for necessary product improvements and enhancements.
**Incident Management:** Manage and track support tickets in issue tracking systems, ensuring timely follow-up and resolution of cases.
**Report Generation:** Monitor application performance metrics and generate reports for both internal stakeholders and clients to assess application stability and usage.
**Continuous Improvement:** Stay updated on industry trends, tools, and technologies to continuously improve support processes and enhance customer experience.
Qualifications
Bachelor's degree in Mechanical Engineerg
Strong understanding of SOLIDWORKS
Proficient in troubleshooting application issues and performing root cause analysis.
Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
Experience with customer relationship management (CRM) tools and support ticketing systems.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Strong problem-solving skills and attention to detail.