Companies spend millions on IT, year after year, without a clear picture of where it goes or how effectively it’s spent. Flexera shines a light into this technology black hole so executives can understand exactly what’s in their IT ecosystem and manage it more effectively.

Flexera thrives on building a diverse workforce because it enables us to build our products with a wider appeal and serve our customers on a global scale.

Flexera Software is seeking a bilingual customer service professional with a love of problem-solving to join their Technical Support Department.

If you have had both coding and customer service experience, this role is a logical step in your career.

Responsibilities:

• Verify support entitlements and create support cases
• Provide support assistance on specific Flexera Software products
• Accept case transfers when deemed necessary
• Provide assistance on up to medium/high level complexity support inquiries
• Provide timely responses and regular updates on support cases
• When the case is unable to be solved within the specified guidelines, collaborate with our developer teams to investigate further
• Contribute to the knowledge base and actively use the existing documents in the resolution of support cases
• Properly document all support activities into the CRM system
• Provide assistance and training to other team members
• Proactively keep management informed of critical customer issues/concerns
• Other related duties as assigned

Required Experience & Skills:

• Fluent in verbal and written English as well as Japanese
• Bachelor degree in a technical related field or equivalent work experience
• Experience providing technical support for Windows and Linux/UNIX based software applications
• Strong customer orientation and dedication
• Good communication and interpersonal skills (works well individually and as part of team)
• Ability to manage multiple tasks
• Enjoys problem solving and approaches them analytically and methodically
• Eagerness to learn new technologies/skills
• The ability to replicate a customer issue in-house regardless of OS

Desired:

• Other language skills a plus (e.g. Chinese or Korean)
• Technical support experience a plus
• Good database knowledge in Microsoft SQL and/or Oracle
• Experience in working with license and license contracts
• Good knowledge in VB and Powershell scripting
• Experience in working with Software Deployment Tools
• Understanding of Flexera products
• Familiarity with developer software tools
• Network troubleshooting experience
• Good Windows administration skills
• Salesforce experience