Technical Support Engineer

Flexera (Melbourne VIC, Australia) 8 days ago

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

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.  Regarding disability, we encourage candidates requiring accommodations to please let us know by emailing .

How We Roll - Our Culture is built on these Core Values

Candor

Tell it like it is — solve problems by dealing with them head on

Passion

What we do may not be for everyone, but we devour it and love making our customers successful

Professionalism and Ethics

Anyone can just "have a job" — we look for people that strive to “go pro”

Keep Score

Accountability and transparency are vitally important

Celebrate Success

Life is short and we work hard to keep our company operating at a high level

Give Back

We expect to give back to the communities in which we do business


Technical Support Engineer

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