AspenTech
SrCustomerCareSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Sr Customer Care Specialist at AspenTech. Skills: Customer support, Customer service, Interpersonal skills, Communication skills, Attention to details, Organizational skills, Handling multiple priorities, Working under tight deadlines, Working with limited supervision. Determining the eligibility of academic institutions against the University Program requirements.. Reviewing contractual terms and conditions and working with Legal.”
Industry & Context.
troubleshoot plant down situations; Providing triage for emergency/cybersecurity calls; address customer feedback
What They're Looking For.
Must Have
2-4 years of customer support experience in a fast-paced high-tech environment, Excellent customer service and interpersonal skills, Exceptional written and verbal communication skills, attention to details and organizational skills, Demonstrated ability to handle multiple priorities, Ability to work under tight deadlines, Ability to work well with limited supervision
Nice to Have
College Degree preferred, Experience with using Salesforce or other CRM preferred, Experience with using MS Office tools such as Word and Excel preferred
What You'll Do.
Determining the eligibility of academic institutions against the University Program requirements.
Reviewing contractual terms and conditions and working with Legal.
Managing Salesforce opportunities and processing University Program renewals.
Handling incoming requests (phone
e-mail and web) from customers and employees pertaining to customer orders
product installations
invoices and general customer service inquiries
Conducting in depth review of license key configurations to understand customer requests for license key creation and delivery
Configuring and creating license files including providing emergency license files to troubleshoot plant down situations
Determining the correct license locking mechanism for each type of license file
retrieving license file locking mechanisms
and retrieving license system names
Determining currently used versions and upgrade paths available for customers
Providing access and delivering media upgrades and licensing to all internal and external customers
Processing all non-revenue license requests for internal and external customers
Providing triage for emergency/cybersecurity calls
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
Conducting reviews of all Voice of the Customer Surveys and liaising with other departments to address customer feedback
Maintaining web support entitlement by validating
and revoking end-user access
Generating reports for customer intelligence data from AspenTech field staff
How You'll Work.
Team & Collaboration
working with Legal; working with Collections; liaising with other departments to address customer feedback
Communication Scope
Exceptional written and verbal communication skills
Full Job Description
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** ## **Your Impact** * Determining the eligibility of academic institutions against the University Program requirements. * Reviewing contractual terms and conditions and working with Legal. * Managing Salesforce opportunities and processing University Program renewals. * 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 * Conducting in depth review of license key configurations to understand customer requests for license key creation and delivery * Configuring and creating license files including providing emergency license files to troubleshoot plant down situations * Determining the correct license locking mechanism for each type of license file, retrieving license file locking mechanisms, and retrieving license system names * Determining currently used versions and upgrade paths available for customers * Providing access and delivering media upgrades and licensing to all internal and external customers * Processing all non-revenue license requests for internal and external customers * Providing triage for emergency/cybersecurity calls, 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 databas
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