Client Support Specialist

This role serves as a central point of contact for client-facing support issues, ensuring that all incoming requests are properly triaged, tracked, and resolved in alignment with service level expectations. The successful candidate will demonstrate ownership, accountability, and a commitment to delivering high-quality support experiences.

This position will be responsible for overseeing the lifecycle of support tickets, collaborating with technical teams, and ensuring that client needs are met with urgency and professionalism. Success in this role will be defined by timely resolution of support requests, clear communication, and consistent client satisfaction.

Responsibilities

• Own the end-to-end disposition of support tickets, including triage, categorization, escalation, and closure.

• Ensure client support requests are acknowledged, tracked, and resolved within defined SLAs.

• Act as a liaison between clients and technical teams to ensure accurate and timely resolution of issues.

• Monitor ticket queues and proactively follow up on aging or stalled tickets.

• Maintain detailed documentation of support activities and resolutions.

• Identify recurring issues and collaborate with teams to drive root cause analysis and long-term fixes.

• Support onboarding and training efforts for new support processes or tools.

• Provide feedback to improve support workflows and enhance client experience.

Required Knowledge/Skills, Education, and Experience

• Bachelor's Degree or equivalent experience in IT, Business, or related field.

• Strong understanding of ticketing systems (ServiceNow, Jira, or equivalent).

• Excellent communication and interpersonal skills.

• Proven ability to manage multiple priorities in a fast-paced environment.

• Experience working with cross-functional teams to resolve technical issues.

• Familiarity with ITIL practices and incident/request management workflows.

Preferred Knowledge/Skills, Education, and Experience

• Experience in enterprise IT environments or field service delivery.

• Knowledge of support metrics and reporting (e.g., SLA, CSAT, MTTR).

• Ability to analyze support trends and recommend process improvements.

• Exposure to automation tools or scripting for support efficiency.

• Certifications in ITIL, ServiceNow, or related support platforms.

This position will be subject to U.S. export control requirements under the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR). Employment is contingent on either verifying the U.S. Person status or obtaining any necessary export license.

Why us?

Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.

A collection of over 377,000 minds building the future one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!

Siemens Software. Transform the Everyday with Us

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