License and Call Center Support Agent - job 6 of 6

ABOUT WIND RIVER

Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability.

Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy. The company’s software powers generation after generation of the safest, most secure systems in the world. Examples include playing a key role in NASA space missions — such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers — and in recent 5G milestones — including the world’s first successful 5G data session with Verizon and in building one of the largest Open RAN networks in the world with Vodafone.

The company has received industry recognition for its technology innovation and leadership, and for its workplace culture, including global Great Place to Work certification and being named a “Top Workplace” for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer-focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software defined world.

ABOUT THE OPPORTUNITY

If you’re a curious and collaborative individual, someone excited about tackling hard problems and finding innovative solutions, you will love being part of our group. Wind River Systems develops embedded system and cloud software consisting of real-time operating systems software, industry-specific software, simulation technology, development tools and middleware. Customers use our Products to develop cutting-edge IoT and embedded system devices that will enable the next generation of technology that consumers will experience.

The License and Call Center Support Agent analyst assists Wind River customers by creating, routing technical support issues and creates software license files, installation keys and solves licensing technical issues.

RESPONSIBILITIES

This role’s responsibilities include but not limited to:

• Handling of incoming calls, emails, chats from customers and internal employees and creation of service requests
• Routing support cases to appropriate queues and Support Engineers worldwide as needed.
• Assistance to employees and customers on usage of Salesforce Service Cloud and other call center tools/ platforms.
• Assisting customers with Online Support and license generation issues.
• Web administration of Online Support accounts
• Effective interaction with other Wind River departments to resolve customer issues.
• Effective management of work queue to ensure customer requests are resolved within the required timeframe
• Document and report issues to appropriate group/person (ex. recommend training for customer). Communicate with account team (AM/TAM) on customer issues as needed.
• Provide first level technical support to customers for licensing issues.
• Provide license server or client-side technical support to customers.
• Attending phone calls, emails, chat and other inquiries from customers.

Experience/ Competencies

• 1-2 year experience in customer facing role highly desirable.
• Excellent customer service skills, good team player.
• Excellent verbal, written and interpersonal communication skills.
• Self-starter with organizational skills and able to handle multiple tasks.
• Oracle and Salesforce experience a plus.
• Knowledge of Flexlm (Flexera) licensing technology highly desirable.
• Good knowledge of Windows/Linux
• General networking knowledge under Windows and Linux
• Exceptional team player who works well in a collaborative environment.
• Self-managed, fast learner with the desire and ability to master new technologies.
• Bachelor’s Degree highly desired High School Diploma or Associate degree with equivalent experience acceptable.

BUSINESS REQUIREMENT

THIS POSITION IS OPEN TO US PERSONS / PERMANENT RESIDENTS OF THE US ONLY

Benefits

• Flexible home office! We offer the flexibility of a hybrid work schedule or 100% remote
• Named Top Workplace for the 8th year in a row
• Wind River’s commitment to DEIB
• 100% Employee covered Medical, Dental, and Vision insurance*
• Flexible Time Off policy* + 12 observed Holidays
• 401K with company match
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Wellness Benefits through Unmind

• varies by region and country

Compensation:

The annual base salary range for this role’s listed grade level is currently $59,500 - 80,360 plus bonus for Colorado, New York and New Jersey residents, and $79,700 - 107,560 plus bonus for California and Washington residents. Salary ranges are determined through interviews and a review of education, experience, knowledge, skills, location and abilities of the applicant, and equity with other team members. Employees in this role are also eligible for the following benefits in accordance with the terms of the Company's plans: health, dental, vision insurance, life insurance, flex time off, eligibility to enroll in 401k, 12 paid holidays.

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