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Technical Support Engineer 10/11/2017

Flexera Software Itasca, IL

Location
Itasca, IL
AJE Ref #
579727275
Job Classification
Full Time
Job Type
Regular
Company Ref #
9580
Experience
Entry Level (0 - 2 years)
Education
Bachelors Degree

JOB DESCRIPTION

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The position is for a TECHNICAL SUPPORT ENGINEER in the Software License Optimization product area. This product line enables our customers to reduce IT spend, and maintain continuous license compliance.

Responsibilities:

The candidate will be required to provide technical support to our SLO customer base primarily on the FNMS product, but with a view to working other products at a first tier level. Good inter-personal skills are required to communicate with customers, internal and external. You will be working as part of a close-knit team, coordinating with other Support Engineers and Engineering teams, located in various parts of the globe.

* Prefer experience in a hands-on technical role
* Follows predetermined guidelines, procedures, and policies
* Provides direction, advice, and problem resolution to customers when operating software within expected parameters
* Determines how to use resources effectively and provides guidance to less experienced TSE's
* Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations
* Professional handling of incoming support calls

Qualifications

* Understanding of basic networking and system administration
* Clear, concise, and accurate data entry into the CRM system
* Ability to replicate a customer issue in-house after being trained on usage and provided relevant equipment
* Help define and develop support processes and tools as appropriate
* Experience with both Unix/Linux and Microsoft Windows operating systems
* Recent experience in providing remote technical support
* Strong customer service skills
* Outstanding analytical and organizational ability
* Excellent verbal and written communication skills
* Self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment
* Team player
* Aptitude to quickly grasp current software functionality and third party products in order to extend that functionality to meet new and evolving requirements
* Other duties as required

Preferred

* Bachelor s degree/college work/equivalent career experience in technology field
* Manage critical customer issues and facilitate communication between services, sales, engineering, orders, management, product management
* Serve as the customer advocate for timely resolution of issues and for problem reproduction and escalation
* Database understanding (Oracle and/or SQL preferred)
* Experience with script execution
* Experience providing top tier customer service in a professional environment
* Experience working directly with customers via phone, email, or remote access.