Position Title - Licensing Support Specialist
Duration - 6 months extendable
Shifts Rotate Between 9am – 9pm weekdays (8 ½ hour day)
Location - Burlington
Our client is currently seeking; a Licensing Support Specialist that will assist customers by providing a positive support experience and addressing each licensing issue efficiently and accurately.
Responsibilities -
Interface directly via phone and electronic mail with customers seeking licensing support
Use internal tools to register customer products, merge activation codes and generate licenses.
Enter accurate detailed information into the call tracking system (Siebel)
Interface with internal support specialists and managers to drive customer issues
Maintain timely attention to incoming support requests during regular Support hours
Work with other departments (Sales Support, IT) as required to ensure continued maintenance of accurate customer and contact information in the database
Assist customers in sourcing self serve options on the client’s support website
Assist customers in the resolution of minor technical issues through the KB and other sources
Other duties and projects, as required
Required Skills –
§ At least 2-3 years in a customer service or technical support role, preferably software or related experience
§ Proficiency with Windows applications, such as Word, Excel, Netscape/IE
§ Experience with Internet applications, such as Netscape, Internet Explorer, MS Outlook
§ Experience with instant messaging applications
§ Working knowledge of call tracking systems, such as Siebel
§ Exceptional time management skills
Excellent verbal and written communication skills
Ability to take initiative and to set priorities independently
Strong organizational skills and attention to detail
Highly Preferred Skills -
Experience in providing Linux/UNIX and Windows technical support to customers.
Familiarity with TCP/IP networking on Linux or UNIX systems
Working knowledge of Microsoft (Windows Server 2003, Windows 2000, Windows NT, Windows 98, 95, and 3.1; MS-DOS)
Technical Certifications (MCSE, CCNA, Linux Certifications etc.)
More info here.
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