Flexera delivers Technology Value Optimization solutions that enable some of the largest companies in the world to inform their IT so they can transform their IT. From on-prem to the cloud, companies can get the IT asset data needed to rightsize, reallocate spend, reduce risk and maximize ROI.
Job Description
Do you have a passion for problem-solving and application repackaging?
Do you possess excellent customer service skills and want to further improve your technical and soft skills?
Are you a driven individual who enjoys a fast-paced and dynamic environment?
Do you want to be part of an innovative, world-class leading company?
Then we need enthusiastic people to join our growing team of technical support professionals in our Bangalore office.
We are a company that believes in challenging the status quo of the software industry and in making our customers successful in everything we do.
The candidate will be responsible for providing support to our AdminStudio products via phone, email and web. Strong problem-solving skills and an understanding of complex concepts are required to successfully troubleshoot and solve the customers’ issues in a timely manner. Providing outstanding customer satisfaction is a key element of this role. The candidate should also have a technical aptitude and desire to expand their technical knowledge.
Responsibilities:
Resolve customers reported technical issues with our products – AdminStudio and Workflow Manager via ticketing systems, remote sessions, phone and e-mail in a timely, courteous and professional manner within agreed SLAs.
Research, diagnose, reproduce, and log reported defects, working with engineering and other support team members to provide time-sensitive resolutions.
Understand, document, and explain application functionality to customers.
Advocate on the customer’s behalf, guiding support tickets through the escalation process and taking ownership of escalated issues and working with key stakeholders until resolution.
Document technical resolutions for publishing in the Support knowledge base/FAQ
Assist Flexera customers in setting up and implementing their solutions
Train Flexera customers in how to configure and implement Flexera solutions
Contribute to the Knowledge Base and use the existing KBs towards case resolution.
Help identify and track application bugs and enhancement requests
Identify and suggest process improvements
Provide assistance to other team members
Participate in daily Support Swarming meetings.
Required skills:
Advanced knowledge of Windows Operating Systems, including both desktop and server.
Scripting in PowerShell and a basic understanding of programming.
Good knowledge of SQL Scripting and Database.
Packaging knowledge specifically MSI. Any experience or familiarity with InstallShield would be a plus
Experience with SCCM, or software deployment and repackaging in an enterprise environment.
Fluent in verbal and written English
Exceptional soft skills to effectively communicate with customers and the ability to handle escalations in a time-sensitive environment.
Ability to replicate customers’ issues in-house.
Nice to have:
Programming Knowledge or experience in any language.
Experience with Active Directory, and Group Policies.
Basic Knowledge and understanding of Cloud providers e.g. Microsoft Azure, Amazon AWS etc.
Experience with Salesforce and Jira.
Education:
Bachelor’s Degree in Computer Science or related experience.
Flexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations.
Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.
We encourage candidates requiring accommodations to please let us know by emailing [email protected].
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