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31

March

Technical Support Engineer

Flexera Software - Melbourne, VIC

IT
Source: uWorkin

JOB DESCRIPTION

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