Responsibilities:

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)

Requirements:

Passionate customer orientation and dedication

Strong analytical and problem-solving skills; possesses intellectual curiosity; eagerness to learn new technologies/skills

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

Works collaboratively within diverse teams and across the organization to achieve goals. Includes the desire and ability to understand and respond effectively to other people with diverse views. Puts best interest of team ahead of self

Takes responsibility for individual, team, organizational and customer success; manages time, goals, and priorities to continuously improve and add value

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

Comfort in a fast-paced environment where team success is encouraged

Basic programming and scripting knowledge e.g., PowerShell

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Education:

Bachelor’s degree in computer science, information technology, or related field