Takes ownership of daily Support case volume via any of the incoming channels (phone, email, chat, screen-shares)
Verifies support entitlements, providing initial response within SLA
Works collaboratively with team to quickly resolve and update customers on case volume
Documents all interactions within CRM (Salesforce), creating new cases as appropriate
Contributes to the Community forums/blogs and our knowledge base
Must be able to perform thorough research as well as ask the right questions to successfully resolve or quickly escalate for an expedited solution
Able to work hours that align with Flexera’s global customer base (APAC, EMEA, North America)
Eligibility Criteria:-
Bachelor’s degree in computer science, information technology, or related field
Passionate customer orientation and dedication
Strong analytical and problem-solving skills; possesses intellectual curiosity; eagerness to learn new technologies/skills
Preferred Skill Set:-
Solid interpersonal skills; excellent verbal, written, and listening communication skills with English (applies a communication strategy that is appropriate and effective for the situation, or context and target audience; successfully conveys and receives intended messages while maintaining relationships)
Ability to handle multiple activities and prioritize activities based on customer Service Level Agreements (SLAs), while maintaining a sense of urgency to provide a positive customer experience.
Creates and pursues goals that contribute to company success, holds self and others accountable to deliver results
Adapts and responds to the changing environment and to create opportunities for positive change. Works to understand and support the needs of others
