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Aspen Technology, Inc. Customer Care Specialist in Bedford, Massachusetts

The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.

The Role

AspenTech is a leading provider of award-winning Asset Optimization solutions. AspenTech's integrated aspenONE(TM) solutions enable process industries to reduce costs, increase capacity, and maximize profitability through the end-to-end solutions in Engineering, Manufacturing and Supply Chain, and Asset Performance Management. For more information, visit www.aspentech.com.

Your Impact

As a member of the Customer Care Team , the Customer Care Specialist has a primary responsibility for non-technical customer service requests from AspenTech customers and field staff, by providing proactive support to facilitate a high touch customer service model which seeks to drive the customer experience to new levels of satisfaction and loyalty.

A Customer Care Specialist is responsible for:

  • Conducting in depth review of license key configurations in order to understand customer needs and requests for license key creation and delivery

  • Configuring and creating license files

  • Determining the correct license locking mechanism for each type of license file

  • Retrieving license file locking mechanisms

  • Retrieving license system names

  • Determining currently used versions and upgrade paths available for customers

  • Providing access and delivering media upgrades and licensing to customers

  • Processing upgrade requests for all internal and external customers

  • Processing all non-revenue license requests for internal and external customers

  • Providing triage for emergency and cybersecurity calls, which includes collecting information about product, version and business impact

  • Conducting in depth customer entitlement review by analyzing Service License Agreements, Software Maintenance agreements and researching entitlement data in the corporate entitlement databases

  • Determining customer’s current credit status (outstanding invoices, credit hold and billing details) and working with Collections as needed to address customer requests

  • Determining tax jurisdiction for physical shipments of locking hardware and media

  • Analyzing the customer’s deployment to determine the entitlement for additional licenses and products

  • Handling incoming requests (phone, e-mail and web) from customers and employees pertaining to customer orders, shipments, product installations, licenses, invoices and general customer service inquiries

  • Qualifying prospects for online evaluation and determining if they are within our target market

  • Providing emergency license files to troubleshoot plant down situations

  • Creating encryption keys as part of the auto-upload process for customer usage logs

  • Retrieving and uploading the usage logs to the SLM server and confirming the processing of those, including the generation of aggregate reports

  • Analyzing customer requests and determining the required legal agreements depending on the case (Paper Evaluation agreements, Test License Agreements and Online Evaluations)

  • Determining Legal requirements regarding dongle returns and coordinating the return of AspenTech Merchandise according to the terms of license agreements

  • Determining the eligibility of academic institutions against the University Program requirements

  • Reviewing contractual terms and conditions and addendums and working with Legal

  • Conducting quarterly Technical Support Advocate reviews for license key and upgrade related issues

  • Conducting reviews of all Voice of the Customer Surveys and liaising with Sales, Training, R&D, Product Management, Technical Support and other departments to address customer feedback

  • Understanding and explaining Legal terms and conditions of the Service License Agreement to customers

  • Determining if an order has revenue impact and proactively providing status updates to customers regarding pending orders and shipments

  • Calling customers to verify that each shipment was received to their satisfaction and to assess any additional customer needs.

  • Following up with customers regarding feedback gathered from periodic Satisfaction Surveys and ensuring that the appropriate AspenTech staff are notified if corrective action is required.

  • Identifying AspenTech Partners and collaborating on customer issue resolution

  • Providing coverage for overflow telephone calls to the regional AspenTech support centers

  • Maintaining web support entitlement by validating, authorizing and revoking end-user access

  • Generating reports for customer intelligence data from AspenTech field staff

What You'll Need

  • College Degree or 4 years of equivalent work experience required

  • 3 years of work experience in a fast-paced high-tech environment preferred

  • Excellent customer service skills

  • Exceptional written and verbal communication skills

  • Strong attention to details and organizational skills

  • Demonstrated ability to handle multiple priorities

  • Ability to work well with limited supervision

  • Strong knowledge of MS Office tools such as Word and Excel

While our impact on the world is big, we offer many of the advantages of a smaller organization. Every employee has a real opportunity to make important contributions that directly benefit our customers and drive our success.

AspenTech is thriving, thanks to our relentless focus on innovation and the dedication of our team of world-class experts who speak more than 10 languages and work in 30 different offices worldwide.

AspenTech is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran Status or any other basis protected by federal, state, or local law.

GDPR Privacy Notice:

AspenTech collects a range of personal information during the recruitment process.

This may include the following personal or special categories of personal data:

  • recruitment information such as your application form and resume, references, qualifications and membership of any professional bodies and details of any pre-employment assessments;

  • your contact details and date of birth;

  • your gender;

  • your marital status and family details;

  • your identification documents including passport and driver's license and information in relation to your immigration status and right to work with us;

  • information about your contract of employment (or services) including start and end dates of employment, role and location, working hours, details of promotion, salary (including details of previous remuneration), pension, benefits, and holiday entitlement;

  • your racial or ethnic origin;

  • any criminal convictions and offences.

Click here: https://www.aspentech.com/en/privacy-and-security to view the recently updated Security and Privacy Policy.

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