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Location

Pune | India

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Job description

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

APAC Technical Support / Customer Success - Job Description

Location Pune, India

Full-Time

About Fiix

Fiix by Rockwell Automation is on a mission to build better maintenance teams by connecting customers to the tools, resources, and technology they need to join the future of maintenance. We help our customers drive better business outcomes with easy-to-use, AI-driven maintenance software, an open ecosystem, pre-built integrations, and the industry expertise they need for maintenance success. There are over 2600 maintenance teams in 90+ countries using Fiix by Rockwell Automation to improve communication, asset health, and even sustainability. 

Creating positive social impact is baked into our company DNA, and as one of Canada's fastest-growing companies and Best Workplaces, we're transforming an industry and doing it the right way. 

About The Team

Our Fiixers are the key to our success. Our team is made up of professionals who bring together a variety of experiences, backgrounds, and perspectives. We celebrate the diversity of our people and place a high value on creating an environment where everyone can bring their whole self to work. 

As a Fiixer , you will work in a caring and collaborative culture, alongside people who are passionate, and purpose driven . You'll have the support and resources you need to grow, achieve your professional goals and develop your career for the future.

In our fast-paced, high-growth environment, you will have the opportunity to work on challenging projects, develop your expertise and pursue leadership, within and outside of your role, there are tons of opportunities to make an impact! Take paid time off to volunteer in your community, start up a new committee, join an employee resource group, or mentor other Fiixers . No matter where you are working from, we're committed to ensuring that the Fiixer experience is best in class! 

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're 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 journey
• Effectively 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.

Knowledge of

• Understanding of the concept of cloud solutions/ VM environments
• Zendesk, Salesforce CRM, Outreach and Salesforce Service Cloud or similar ticketing systems

Understanding of 

• Single sign-on and authentication
• Report writing 
• Web services, REST and Soap APIs. 
• Affinity of how to quickly develop relationships with customers.
• Impeccable customer-facing skills, both internally and externally.
• Organized, you love the details and focused on delivering the highest quality customer support.
• Avid problem solver with a constant desire to find out how things work and identify patterns and trends.
• Utilize appropriate tools , techniques, and specialist resources to manage projects.
• Highly motivated, driven, self-starting individual who knows how to hit the ground running with minimal supervision.
• Bachelor's Degree, Diploma, or certificate in a post-secondary educational institution within a related program
• Passionate and excited about Customer Success, technology and being part of a fast-growing SaaS company.
• Experience retaining and expanding revenue with existing customers, preferably in a SaaS environment.
• Ability to augment/ customize the Customer Lifecycle with value-add programs and processes tailored to customer needs.

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