Job Summary:
We are looking for applicants to join our Support, Deployment & Licensing team in Belfast, interacting directly with customers and helping them to be successful.
This role is focused on computing, IT, and database skills, helping our customers install and manage our suite of enterprise software. This role is focused on helping aPriori customers get the most value from their software purchase by providing ongoing support for issues and questions they have about their solution. It ultimately requires a broad knowledge of a range of technologies, and ideal candidates would enjoy working on a variety of different topics and projects. They would be energized by being confronted by a problem that they had never seen before.
A successful applicant would be responsible for diagnosing and progressing a wide range of possible customer issues with aPriori software, providing workarounds and resolutions where appropriate. If an applicant does not have all the requirements listed below, they will certainly have the opportunity to learn them all.
The team works collaboratively and interacts with many different aspects of the aPriori business, including Development, Sales, Product Management, and Account Management. As the successful applicant develops, they will have ample opportunity to take on extra responsibility and specialize in different aspects of the business.
Responsibilities:
• Reviewing and responding to incoming questions and issues from customers thru our web based ticket tracking system – Zendesk
• Following standard process and timelines to meet service level agreement response times for customer inquiries.
• Analyzing incoming issues and finding solutions working thru a combination of knowledge base searches, personal experience, team suggestions and potentially with product management and development engineers directly.
• Managing customer questions diligently and efficiently, involving other members of the aPriori team as needed.
• Proactively identifying risks to customer accounts, or issues that may escalate.
• Communicating issues, requirements, and feedback between the customer and other internal teams.
• Reproducing questions & issues for further analysis, and exploring potential solutions and workarounds
• Writing documentation & knowledgebase articles, and creating other content (e.g. videos, PowerPoint).
• Working on internal projects to help the efficiency of the team.
Required Skills/Abilities:
• Excellent communication skills, both written and spoken. Able to communicate with empathy for the customer.
• Critical thinking and problem-solving skills
• Able to independently follow through and complete tasks to a high standard
• 2nd/3rd line support with internal users, customers and partners
• Mentoring and supporting junior colleagues
Nice to have Skills/Abilities
• Cloud Application Support (AWS)
• Database Management experience (MySQL, SQL Server, Oracle)
• Manufacturing knowledge
• Experience coding or scripting
Education and Experience:
• Degree in Engineering, Computer Science, or another STEM subject.
• Broad experience of IT topics (e.g. Windows operating systems, networking), ideally working with enterprise software.
• 2 – 5 years in a technical support role
• Experience working major CAD systems (e.g. CREO, Solidworks, NX, CATIA) and PLM systems (e,g. Teamcenter, Windchill).
• Experience using customer support or similar technologies that queue work tasks e.g. Zendesk, JIRA
• Experience in a role responsible for troubleshooting solutions
• Experience in support role for customers (internal or external customers) with a proven track record of successful & timely interactions and resolutions for those customers
Physical Requirements:
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times
aPriori Offers:
• Hybrid working ( 2 days a week in the Belfast office)
• Competitive compensation
• Unique benefits including generous pension, private medical & dental & vision, cycle-to- work scheme, flexible time off, aPriori days (4 additional days off per year), income protection and employee assistance program
• Employee engagement activities such as a summer event, Christmas party and volunteering day.
• A team environment where your experience is valued, your voice heard, and your work impacts our customers and employees.
About aPriori:
Founded in 2003, aPriori is disrupting the industry’s status quo with groundbreaking work helping manufacturers digitally transform their businesses. Through our unique, patented, intellectual property, we enable manufacturers to accelerate product design, and bring products to markets faster while providing visibility to the sustainability of their design and manufacturing choices. Our impact is profound - our customers save millions of dollars each year, accelerate time to market, all while creating a better world for future generations. Though we are an established software firm, through our continued growth, we have maintained the dynamic, collaborative nature of a start-up.
With a global presence, including North America, Europe, Asia, and India, we encourage an inclusive work environment and support employees’ growth through education, training, wellness, and other programs. As our greatest asset, employees’ contributions are acknowledged through monthly company-wide meetings, often with promotions and awards. We promote a positive work culture, employee-friendly policies, flexible work schedules, and an additional day off each quarter known as “aPriori Day”.
Interested in joining our team? We continue to build an organization highly talented, self-motivated individuals. Our unique environment empowers employees to bring their best selves each day, asking, “How can I do better?” and then exceeding expectations. We work together towards a common goal. We nurture and celebrate each other’s successes. Employees embrace opportunities to build new skills as well as step into leadership positions where they are supported and mentored by the Senior Leadership team to grow into impactful individual contributor roles or to effectively manage teams. Innovation, adaptability, and a desire to increase your value are essential. If you possess these qualities, we want to hear from you!
aPriori considers all applicants for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, marital status, domestic partner status, civil partnership, pregnancy, age, military veteran status, or disability.
UK candidates- GDPR Notice:https://www.apriori.com/privacy-policy/
US candidates- CCPA Notice: https://www.apriori.com/california-privacy-policy/
