Technical Support Engineer
13h ago
source : Shine
  • 1+ years of Technical Support experience
  • Bachelor degree in a technical related field or equivalent work experience
  • Proficient in UNIX and / or Windows Operating Systems
  • Strong customer orientation and dedication
  • Good communication and interpersonal skills (works well individually and as part of team)
  • Fluent in verbal and written English
  • Ability to manage multiple tasks
  • Enjoys problem solving and approaches them analytically and methodically
  • Eagerness to learn new technologies / skills
  • Key Areas of Responsibility :

  • Triage support inquiries
  • Verify support agreements
  • Create and update support cases / service requests
  • Provide general support assistance for all Flexera Products
  • Provide assistance on low to medium 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, pass the case on to the 2nd tier team for further investigation
  • Contribute to the knowledge base and actively use the existing documents in the resolution of support cases
  • Properly document support cases into the CRM system
  • Provide assistance to other 1st tier team members
  • Proactively keep management informed of critical customer issues / concerns
  • Other related duties as assigned
  • Step 2
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