Associate Technical Support Engineer
We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace.
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.
Introductory role for someone who has a passion for problem-solving and helping others. Enjoys working with customers via phone, email, and Customer Community forum/portal. Desires to be part of a superb team in a company that is recognized as an industry leader.
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)
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
Bachelor’s degree in computer science, information technology, or related field
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.