Call Center / Licensing Support (Junior level)

Organisational Reporting

Director/ Manager, Engineering - Technical Support

Purpose of the Job

If you're a curious and collaborative individual, someone excited about tackling hard problems and finding innovative solutions, you will love being part of our group. Client's Systems develops embedded system and cloud software consisting of real-time operating systems software, industry-specific software, simulation technology, development tools and middleware. Customers use our Products to develop cutting-edge IoT and embedded system devices that will enable the next generation of technology that consumers will experience.

The License and Call Center Support Agent analyst assists Wind River customers by creating, routing technical support issues and creates software license files, installation keys and solves licensing technical issues.

Mission

Responsibilities

This role's responsibilities include but not limited to:

Handling of incoming calls, emails, chats from customers and internal employees and creation of service requests

Routing support cases to appropriate queues and Support Engineers worldwide as needed.

Assistance to employees and customers on usage of Salesforce Service Cloud and other call center tools/ platforms.

Assisting customers with Online Support and license generation issues.

Web administration of Online Support accounts

Effective interaction with other client's departments to resolve customer issues.

Effective management of work queue to ensure customer requests are resolved within the required timeframe.

Document and report issues to appropriate group/person (ex. recommend training for customer). Communicate with account team (AM/TAM) on customer issues as needed.

Provide first level technical support to customers for licensing issues.

Provide license server or client-side technical support to customers.

Attending phone calls, emails, chat and other inquiries from customers.

Performance Measurement

CSAT/ NPS

Customer Effort Score

SLA compliance

Achievement of Objective and Key Results (OKRs) as set by management.

Review of Key Performance Indicators (KPIs)

Person Specification

Educational Requirements

Bachelor's Degree highly desired High School Diploma or Associate degree with equivalent experience acceptable.

Experience/ Competencies

1-2 year experience in customer facing role highly desirable.

Excellent customer service skills, good team player.

Excellent verbal, written and interpersonal communication skills.

Self-starter with organizational skills and able to handle multiple tasks.

Oracle and Salesforce experience a plus.

Knowledge of Flexlm (Flexera) licensing technology highly desirable.

Good knowledge of Windows/Linux

General networking knowledge under Windows and Linux

Exceptional team player who works well in a collaborative environment.

Self-managed, fast learner with the desire and ability to master new technologies.