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Client Support Specialist

ID de l'offre
500285
Publié depuis
01-Avr-2026
Organisation
Industries numériques
Domaine d'activité
Services aux clients
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 - - États-Unis d'Amérique

Siemens Digital Industries Software is driving transformation to enable a digital enterprise where engineering, manufacturing and electronics design meet tomorrow. Our solutions help companies of all sizes create and leverage digital twins that provide organizations with new insights, opportunities and levels of automation to drive innovation.

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.

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

#SWSaaS

#LI-ND1



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 73,800 - 132,800 annually with a target incentive of of the base salary. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. 


EEO is the Law
Applicants and employees are protected from discrimination on the basis of race, color, religion, sex, national origin, or any characteristic protected by Federal or other applicable law. 


Reasonable Accommodations
If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form by clicking on this link Accommodation for disability form. If you’re unable to complete the form, you can reach out to our AskHR team for support at 1-866-743-6367. Please note our AskHR representatives do not have visibility of application or interview status.


Pay Transparency
Siemens follows Pay Transparency laws. 


California Privacy Notice
California residents have the right to receive additional notices about their personal information. To learn more, click here.


Criminal History
Qualified applications with arrest or conviction records will be considered for employment in accordance with applicable local and state laws.