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Client Support Specialist

ID de l'offre
480697
Publié depuis
06-oct-2025
Organisation
Industries numériques
Domaine d'activité
Technologies de l’information
Entreprise
Siemens Industry Software Inc.
Niveau d'expérience
Expérimenté
Type de poste
Temps plein
Modalités de travail
Hybride (télétravail / présentiel)
Type de contrat
Contrat à durée indéterminée (CDI)
Lieu
  • Charlotte - North Carolina - États-Unis d'Amérique

We are a leading global software company dedicated to the world of computer aided design, 3D modeling and simulation— helping innovative global manufacturers design better products, faster! With the resources of a large company, and the energy of a software start-up, we have fun together while creating a world class software portfolio. Our culture encourages creativity, welcomes fresh thinking, and focuses on growth, so our people, our business, and our customers can achieve their full potential.


Position Overview
In today’s dynamic enterprise support environment, ensuring client satisfaction and operational excellence requires a proactive and structured approach to service delivery. The Client Support Specialist plays a critical role in managing and resolving client support requests, maintaining ticket hygiene, and driving continuous improvement in service responsiveness.

This role serves as a central point of contact for client-facing support issues, ensuring that all incoming requests are properly triaged, tracked, and resolved in alignment with service level expectations. The successful candidate will demonstrate ownership, accountability, and a commitment to delivering high-quality support experiences.

This position will be responsible for overseeing the lifecycle of support tickets, collaborating with technical teams, and ensuring that client needs are met with urgency and professionalism. Success in this role will be defined by timely resolution of support requests, clear communication, and consistent client satisfaction.

Responsibilities
  • Own the end-to-end disposition of support tickets, including triage, categorization, escalation, and closure.
  • Ensure client support requests are acknowledged, tracked, and resolved within defined SLAs.
  • Act as a liaison between clients and technical teams to ensure accurate and timely resolution of issues. 
  • Monitor ticket queues and proactively follow up on aging or stalled tickets.
  • Maintain detailed documentation of support activities and resolutions.
  • Identify recurring issues and collaborate with teams to drive root cause analysis and long-term fixes. 
  • Support onboarding and training efforts for new support processes or tools.
  • Provide feedback to improve support workflows and enhance client experience.

Required Knowledge/Skills, Education, and Experience
  • Bachelor’s Degree or equivalent experience in IT, Business, or related field. 
  • Strong understanding of ticketing systems (ServiceNow, Jira, or equivalent). 
  • Excellent communication and interpersonal skills.
  • Proven ability to manage multiple priorities in a fast-paced environment. 
  • Experience working with cross-functional teams to resolve technical issues. 
  • Familiarity with ITIL practices and incident/request management workflows.

Preferred Knowledge/Skills, Education, and Experience
  • Experience in enterprise IT environments or field service delivery. 
  • Knowledge of support metrics and reporting (e.g., SLA, CSAT, MTTR). 
  • Ability to analyze support trends and recommend process improvements. 
  • Exposure to automation tools or scripting for support efficiency. 
  • Certifications in ITIL, ServiceNow, or related support platforms.
 

This position will be subject to U.S. export control requirements under the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR).  Employment is contingent on either verifying the U.S. Person status or obtaining any necessary export license.  

Why us?

Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.

A collection of over 377,000 minds building the future one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!

Siemens Software. Transform the Everyday with Us

#LI-PLM 

#LI-HYBRID


 

You’ll Benefit From
Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html
The pay range for this position is 26.82 to 48.26 per hour. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications and premium geographic location.

Déclaration d’égalité des chances en matière d’emploi
Siemens est un employeur garantissant l’égalité des chances, qui promeut l’inclusion sur le lieu de travail. Tous les candidats qualifiés seront examinés pour un emploi sans distinction de race, couleur, croyance, religion, origine nationale, statut de citoyenneté, ascendance, sexe, âge, handicap physique ou mental sans lien avec les capacités, statut marital, responsabilités familiales, grossesse, informations génétiques, orientation sexuelle, expression ou identité de genre, transidentité, stéréotypes liés au sexe, statut de protection, statut d’ancien combattant ou militaire protégé, ou encore en cas de libération défavorable du service militaire, ainsi que toute autre catégorie protégée par la législation fédérale, étatique ou locale. 


L’égalité des chances est la loi
Les candidats et employés sont protégés contre toute discrimination fondée sur la race, la couleur, la religion, le sexe, l’origine nationale ou toute autre caractéristique protégée par la loi fédérale ou toute autre législation applicable. 


Aménagements raisonnables
Si vous avez besoin d’un aménagement raisonnable pour compléter une candidature, participer à un entretien, passer des tests de pré-embauche ou tout autre étape du processus de sélection, veuillez remplir le formulaire prévu à cet effet en cliquant sur ce lien formulaire d’aménagement pour les personnes en situation de handicap. Si vous ne pouvez pas compléter ce formulaire, vous pouvez contacter notre équipe AskHR au 1-866-743-6367. Merci de noter que les représentants AskHR n'ont pas accès aux informations relatives à votre candidature ou à votre entretien.


Transparence des rémunérations
Siemens respecte les lois sur la transparence salariale. 


Avis de confidentialité – Californie
Les résidents de Californie ont le droit de recevoir des informations supplémentaires concernant leurs données personnelles. Pour en savoir plus, cliquez ici.


Antécédents judiciaires
Les candidatures de personnes ayant un casier judiciaire ou ayant été arrêtées seront prises en compte conformément aux lois locales et étatiques en vigueur.