The Technical Support Representative (TSR) team is responsible for delivering high-quality customer support and managing various internal administrative tasks. As professional service representatives, TSRs ensure efficient case resolution for PTC customers while fostering a positive and collaborative work environment within the Technical Support (TS) organization.

TSRs play a vital role in helping PTC achieve operational excellence by aligning with corporate support standards. They handle customer service requests, internal coordination, and community moderation with guidance from management.

In addition to supporting daily customer interactions, TSRs also serve as online Community Moderators—helping to implement PTC’s Community Moderation Strategy by monitoring and managing user-generated content in coordination with the Technical Support and Internal Community Management teams.

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.