Are you our new Support Consultant?
With many customers worldwide, Minerva Group is one of the most flexible and fastest-growing vendors of Product Lifecycle Management (PLM) software solutions globally. We are looking for a structured and service-minded Support Consultant to provide high-quality support on our PLM solutions to customers around the world.
Your new job at Minerva
As our new Support Consultant, you will be the first point-of-contact on all support inquiries together with your support colleague. This means that you will set the bar for the service Minerva provides to its customers.
When you receive a customer inquiry, you will provide timely and high-quality support to the customer by finding a solution for the customer yourself or reaching out to others to find the solution on behalf of the customer. This will include:
- Recreating usage scenarios
- Troubleshooting the issue
- Proactively following up, if you have asked colleagues or others for assistance
- Maintaining flow in the customer inquiry and continuously keeping the customer updated
- Providing email and/or Skype support
We aim to elevate our support even further, and we expect you to play an active role in this process. This will involve feeding back relevant information to your colleagues throughout Minerva to ensure that we continuously evolve.
As a Support Consultant at Minerva, you need to have an in-depth understanding of our PLM solutions in order to provide the support our customers require. Naturally, we will train you in our PLM solutions, but we expect that you have a basic knowledge of:
- Databases including SQL
- IT troubleshooting and problem solving
You may have previous experience providing technical support to customers, but your personal competencies are the key to succeeding in this position. To provide timely support to our customers, you must have a very structured approach to work, and it is second nature to you to handle multiple customer inquiries simultaneously and follow up on all inquiries, until they have been resolved.
In addition, you are capable of analysing customer inquiries, so you can identify the right solutions – or identify the colleagues who can help you find the right solutions. This requires you to have strong troubleshooting skills and a curiosity that drives you to examine an issue, until an explanation has been found. Your eye for detail is also key in this regard.
As you will be communicating with many different customers and colleagues, you must be very service-minded and respectful, but you still have the confidence to challenge a customer should the need arise. Your close contact with customers and colleagues also requires strong communication skills and an ability to work in a virtual organization. You are proactive and strive to always do better, which enables you to find even better solutions for Minerva and our customers.
At Minerva you will be part of an organization, where success and accomplishments are recognized and rewarded. You will be able to influence and develop the job as well as your own career, and you will be offered targeted competency development.
You will be a part of a good working atmosphere characterized by an informal, humorous and straightforward tone among energetic and dedicated colleagues in a relatively young organization with a flat structure.
Our customers are some of the largest manufacturing companies in the world, and you will therefore be dealing with complex issues as well as many different customers throughout your workday. This means that you will have a challenging job where no two days are the same.
The trading office of Minerva is at Birmingham Science Park Aston, Faraday Wharf, Holt Street, Birmingham, B7 4BB. We expect that you live within 100 miles from our office. As we offer a high degree of flexibility for our employees, you will be able to work from home most days.
Your salary will be determined by your qualifications and experience.
What we do
Our core competence at Minerva is providing manufacturing organizations with tools for managing products’ development throughout their complete value chain, which supports them in their pursuit of process efficiency and flow of collaboration. Our industrial solutions and add-ons for Aras Innovator® help our clients to speed up the implementation process and provide them with the means to support their constant growth.
Our solutions enable companies from a wide range of industries to get better products to market more quickly, while improving processes and reducing risk and cost.
Working at Minerva
As an organization, we value transparency, honesty, and hard work. We are focused on bringing out the best in people and supporting them on their journey to excellence. Our most successful drive is our culture. By challenging our approach to different business matters and pushing each other’s boundaries, we grow faster and more knowledgeable every day.
Our working atmosphere is characterised by an informal, humorous, and straightforward tone, and you will be among energetic, highly skilled, and dedicated colleagues. Minerva Group is represented in 10 countries with employees from more than 15 nations, so we highly value intercultural diversity.
Please email your resume, cover letter, and any supporting documents to email@example.com.
The application deadline is November 21st 2017. We review applications continuously, so please email us yours as soon as possible.
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