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APPLICATION SUPPORT SPECIALIST

Campbell,  CA

Centric Software is the innovative leader in delivering PLM solutions developed exclusively for retail, fashion, footwear, luxury and consumer goods.

Centric is focused exclusively on the product development requirements of retail, apparel, footwear, luxury goods and consumer goods companies.  What does that mean?  Intuitive, user friendly and completely web-based solutions.  An easy-to-use, “single version of the truth” approach to line planning, global sourcing, calendar management, materials management, quality management, collection management, technical design and continuous improvement of retail execution, Industry-first PLM mobile apps to keep your product team connected whenever and where ever product inspiration, development and execution occurs.

Job Description:

As a technical support specialist you are quick-thinking and a fast study.  In this role you are responsible for post-implementation front-line customer support for the Centric 8 PLM solution.  You will work directly with customers to quickly resolve questions and issues promptly and efficiently in a professional manner.

 

Responsibilities:

  • Strong and confident Customer Facing / Support skills
  • Experience in software installation, IT troubleshooting and optimization – Database (SQL Server, Oracle) Application Server (JBoss), experience with load balancing and clustering environments.  Skills in performance tuning and optimization and troubleshooting relative to the software stack web environment.
  • Experience with Windows operating systems
  • Experience deploying and configuring Web Applications
  • MS Office tools including MS Project and Visio, and related scripting languages
  • Highly developed problem analysis and solving skills
  • Ability to adapt to a rapidly evolving technology and commercial environment
  • Analyzing complex problems to evaluate alternatives and identify sound options
  • Making an impact and establishing credibility with internal and external customers
  • Establishing contacts in the organization and interacting effectively with them
  • Communicating effectively to ensure others are fully briefed and listening to ensure a mutual understanding
  • Resolving problems in order to clarify situations and create a way forward
  • Customer Satisfaction Focus
  • Availability for overnight travel
  • Achieve proficiency with Centric 8 software installation and functionality
  • Achieve proficiency with Centric 8 software installation and functionality
  • Build and maintain solid customer relationships by providing superior customer support via email, telephone, WebEx, and other electronic medium
  • Assist in the development and maintenance of online solutions
  • Troubleshoot defects and log support cases
  • Act as a customer advocate by creating enhancement requests
  • Work collaboratively to build and maintain productive working relationships with customer support team members, engineering, quality assurance, sales, pre-sales and implementation teams

 

Education and/or Experience

  • Bachelor’s Degree or equivalent in: Computers and/or Fashion Design
  • 3 – 4+ years of Customer Service or related experience
  • Excellent communication and interpersonal skills
  • Excellent time management skills
  • Detail oriented and ability to multi-task
  • Excellent command of the English language

 

Skills

  • Salesforce experience a plus
  • WebEx experience a plus
  • Web – and email – savvy
  • Familiarity with PLM and PDM solutions a plus
  • Understanding of PDM/PLM integration with enterprise solutions such as ERP a plus
  • Italian, German, French, Spanish languages a plus

 


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