Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

As a Customer Support Specialist, you will be our fearless, customer-facing product expert. Supporting customers on product functionality, guiding them through their unique support concerns, and supporting them every step of the way until they are CMMS all-stars will be your mission in life.

What you will do:

Support & Success

Troubleshoot application issues and determine effective solutions for our customers.Accurately document all issues and related information on the ticket tracking system.Follow-up with customers accordingly on their tickets.Escalate issues when required to help provide timely resolution.Empower customers to get the most out of our products by developing and sharing best practices to increase customer ROI.Work collaboratively with team members and positively contribute to team discussions.Collaborate with the Product Development team to share customer feedback and ideas around product improvements.Write SQL queries.Manage a broad list of APAC customers and deliver a consistent and delightful customer journeyEffectively communicate with clients and deploy a one-to-many approach to the customer outreach.Act as first point of contact with customers and provide advice on our solutions, use cases and product functionality.Execute on the customer success framework by delivering repeatable, predictable outcomes and experiences for our customers, communicate Upsell/Expansion opportunities to sales.Identify customer needs and advocate for your customers in collaboration with other teams (Marketing, Services and Product)Assist User engagement, identifying gaps with onboarding and ever boarding for new and existing clients

What we're looking for:

Simply put, the best Customer Support and Success Specialist on the planet!2+ years of experience in software customer success and or technical support, preferably with a focus on EAM (enterprise asset management), CMMS (computerized maintenance management software), or B2B SaaS solutions

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.