Please direct your responses to: https://windriver.tms.hrdepartment.com/jobs/4386/Call-Center-Licensing-AnalystAlameda-CA
The Call Center Analyst will assist Wind River customers with technical support issues.
- Handle all incoming calls and email from customers, creating service requests with relevant information
- Provide online support through live chat
- Route service requests to Support Engineers
- Guiding customers to using the online ticketing system as well as iSupport administration
- Communicate with account team (AM/TAM) on customer issues
- Provide assistance to employees on usage of Oracle TeleService
- Web administration of Online Support accounts
- Document and report issues to appropriate group/person (ex. recommend training for customer)
- Provide first level technical support to customers for licensing issues
- Key generation for purchased products
Requirements:
- Excellent customer service skills
- Demonstrated verbal, written and interpersonal communication skills
- Self starter with organizational skills and able to handle multiple tasks
- Typing speed of 60 wpm and ability to capture customer information quickly
- Demonstrated success as a team player
- Oracle experience a plus
- FlexLM experience a plus
- Previous customer service experience
- Bachelor's Degree highly desired or equivalent experience
- Due to the nature of the work, US Citizenship or US Permanent Residency is required.
- Handle all incoming calls and email from customers, creating service requests with relevant information
- Provide online support through live chat
- Route service requests to Support Engineers
- Guiding customers to using the online ticketing system as well as iSupport administration
- Communicate with account team (AM/TAM) on customer issues
- Provide assistance to employees on usage of Oracle TeleService
- Web administration of Online Support accounts
- Document and report issues to appropriate group/person (ex. recommend training for customer)
- Provide first level technical support to customers for licensing issues
- Key generation for purchased products
Requirements:
- Excellent customer service skills
- Demonstrated verbal, written and interpersonal communication skills
- Self starter with organizational skills and able to handle multiple tasks
- Typing speed of 60 wpm and ability to capture customer information quickly
- Demonstrated success as a team player
- Oracle experience a plus
- FlexLM experience a plus
- Previous customer service experience
- Bachelor's Degree highly desired or equivalent experience
- Due to the nature of the work, US Citizenship or US Permanent Residency is required.
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Posted by: KIT List Jobs <jobposting2@kitlist.org>
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