Customer Support Specialist PLM Permanent contract - Atlanta We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together? POSITION SUMMARY The Customer Support Specialist for Kubix Link is a key contributor in supporting and resolving issues of Lectra’s Kubix Link solution’s customers. DUTIES AND RESPONSIBILITIES The main responsibilities of the Customer Support Specialist are: • Receiving and addressing incoming support requests, troubleshooting and resolving application issues and performance monitoring. • Maintaining accurate ticket records, detailing each incident and resolution steps. • Providing guidance on application usage and best practices to customers’ end-users. • Documenting recurring problems and solutions to enrich the internal knowledge base. • Communicating effectively and courteously with clients, ensuring a positive support experience. • Managing multiple support tickets, prioritizing tasks for timely resolution. • Collaborating with higher-level support teams and developers to resolve escalated issues. • Organizing and overseeing the handover meetings with the project team before the go-live. • Identifying and escalating cross sales and up sales opportunities. • Performing technology watch. PROFILE • Bachelor or Master’s degree in one of the following fields: software engineering, computer science, digital technologies, electronics, Information Systems or related area will be required. • 3 years or above working experience in customer support will be a minimum. KEY COMPETENCIES • Business knowledge: capacity to understand fashion clients' needs and fashion processes (design, development, merchandising, supply chain, quality) • IT solutions knowledge: capacity to understand processes and technologies such as PLM, PIM, DAM, ERP solutions, etc. ideally in Saas mode • Team collaboration: capacity to collaborate with internal stakeholders and share relevant information with developers and project managers • Customer relationship building: demonstrates strong interpersonal, communication, presentation and active listening skills. Has the image of being an expert, a trusted advisor, and a business partner for clients. • Problem solving: ability to approach problems logically and creatively, breaking them down into manageable parts and coming up with effective solutions. • IT skills: knowledge and experience using Javascript, CSS, HTML5 • Communication skills: ability to convey complex technical concepts in a clear and understandable manner to both technical and non-technical stakeholders • Fluency in English and Spanish is a must, other languages are a plus. TRAVEL • The position is located in Smyrna GA and is a hybrid role (two days of remote work per week). Only candidates local to the area should apply. • There will be 10% travel to various Lectra offices.