Customer Care Specialist

Aspen Technology - Bedford, MA3.1

Full-timeEstimated: $39,000 - $49,000 a year
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EducationSkills
The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.

The Role
AspenTech is a leading provider of award-winning Asset Optimization solutions. AspenTech's integrated aspenONE(TM) solutions enable process industries to reduce costs, increase capacity, and maximize profitability through the end-to-end solutions in Engineering, Manufacturing and Supply Chain, and Asset Performance Management. For more information, visit www.aspentech.com.
Your Impact
As a member of the Customer Care Team , the Customer Care Specialist has a primary responsibility for non-technical customer service requests from AspenTech customers and field staff, by providing proactive support to facilitate a high touch customer service model which seeks to drive the customer experience to new levels of satisfaction and loyalty.

A Customer Care Specialist is responsible for:
Conducting in depth review of license key configurations in order to understand customer needs and requests for license key creation and delivery
Configuring and creating license files
Determining the correct license locking mechanism for each type of license file
Retrieving license file locking mechanisms
Retrieving license system names
Determining currently used versions and upgrade paths available for customers
Providing access and delivering media upgrades and licensing to customers
Processing upgrade requests for all internal and external customers
Processing all non-revenue license requests for internal and external customers
Providing triage for emergency and cybersecurity calls, which includes collecting information about product, version and business impact
Conducting in depth customer entitlement review by analyzing Service License Agreements, Software Maintenance agreements and researching entitlement data in the corporate entitlement databases
Determining customer’s current credit status (outstanding invoices, credit hold and billing details) and working with Collections as needed to address customer requests
Determining tax jurisdiction for physical shipments of locking hardware and media
Analyzing the customer’s deployment to determine the entitlement for additional licenses and products
Handling incoming requests (phone, e-mail and web) from customers and employees pertaining to customer orders, shipments, product installations, licenses, invoices and general customer service inquiries
Qualifying prospects for online evaluation and determining if they are within our target market
Providing emergency license files to troubleshoot plant down situations
Creating encryption keys as part of the auto-upload process for customer usage logs
Retrieving and uploading the usage logs to the SLM server and confirming the processing of those, including the generation of aggregate reports
Analyzing customer requests and determining the required legal agreements depending on the case (Paper Evaluation agreements, Test License Agreements and Online Evaluations)
Determining Legal requirements regarding dongle returns and coordinating the return of AspenTech Merchandise according to the terms of license agreements
Determining the eligibility of academic institutions against the University Program requirements
Reviewing contractual terms and conditions and addendums and working with Legal
Conducting quarterly Technical Support Advocate reviews for license key and upgrade related issues
Conducting reviews of all Voice of the Customer Surveys and liaising with Sales, Training, R&D, Product Management, Technical Support and other departments to address customer feedback
Understanding and explaining Legal terms and conditions of the Service License Agreement to customers
Determining if an order has revenue impact and proactively providing status updates to customers regarding pending orders and shipments
Calling customers to verify that each shipment was received to their satisfaction and to assess any additional customer needs.
Following up with customers regarding feedback gathered from periodic Satisfaction Surveys and ensuring that the appropriate AspenTech staff are notified if corrective action is required.
Identifying AspenTech Partners and collaborating on customer issue resolution
Providing coverage for overflow telephone calls to the regional AspenTech support centers
Maintaining web support entitlement by validating, authorizing and revoking end-user access
Generating reports for customer intelligence data from AspenTech field staff
What You'll Need
College Degree or 4 years of equivalent work experience required
3 years of work experience in a fast-paced high-tech environment preferred
Excellent customer service skills
Exceptional written and verbal communication skills
Strong attention to details and organizational skills
Demonstrated ability to handle multiple priorities
Ability to work well with limited supervision
Strong knowledge of MS Office tools such as Word and Excel