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Software Support And License Management Analyst

hace 4 semanas

San José, Costa Rica Wind River A tiempo completo

**Description**: Software Support and License Management Analyst Intern

**Position** at Wind River

**Location**: Costa Rica

**Wind River**
In a world increasingly driven by software innovation, Wind River is pioneering the technologies to accelerate the digital transformations of our customers with a new generation of Mission Critical AI Systems, with the most exacting standards for safety, security, performance, and reliability.
Success will be determined by our ability to innovate with velocity and deliver at the level of the solution.
Wind River's impact spans critical infrastructure domains such as telecommunications, including 5G; industrial (automation, sustainable energy, robotics, mining), connected healthcare and medical devices, automotive (connected and self-driving vehicles), and aerospace & defense.
We were recognized by VDC Research in July 2020 as #1 in Edge Compute OS Platforms, overtaking Microsoft as the overall commercial leader.
Wind River regularly wins industry recognitions for excellence in IoT security, cloud, and edge computing, as well as 8 consecutive years as a "Top Workplace".
If you're passionate about amplifying your impact on the world, in a caring, respectful culture with a growth mindset, come join us and help lead the way into the future of the intelligent edge
**ABOUT THE OPPORTUNITY**
If you're a curious and collaborative, someone excited about tackling hard problems and finding innovative solutions, you will love being part of our group.
This position works closely with end-users, stakeholders, and developers within Wind River customer support operations to assess, troubleshoot, and solve complex multi-layered issues.
Answering customer calls, listening to their issues, and addressing problems are the responsibilities of a Call Center Representative.
A Successful Call Center Representative must have a positive attitude about their work as well as empathy for the needs of their customers.
To give the knowledge or answers that consumers require, they should also have exceptional listening and problem-solving skills.
**Responsibilities can include but are not limited to**:

- Routing external service requests to internal Support Engineers worldwide
- Assistance to employees and customers on the usage of Salesforce Service Cloud
- Web administration of Online Support accounts
- Provide third party technology-based license server or client-side technical support to customers
- Fulfill orders by timely generation and provision of licensing files and installation information.
- Document and report issues to the appropriate group/person (ex.
recommend training for the customer)
- Working effectively with other team members and customers to document licensing and other key generation procedures
- Effective interaction with other Wind River departments to resolve customer issues
- Management of work queue to ensure customer requests are resolved within the required timeframe
- Submit defects via Jira and work with the related teams to resolve them

**Qualifications**:

- Excellent customer service skills
- Demonstrated verbal, written, and interpersonal communication skills
- Self-starter with organizational skills and able to handle multiple tasks
- Demonstrated success as a team player
- General knowledge of Windows/Linux
- General networking knowledge under Windows and Linux
- Previous customer service experience is a plus
- Oracle and Salesforce experience is a plus
- Knowledge of FLEXlm (Flexera) licensing technology is a plus
- We require all employees to be fully vaccinated against COVID-19, where legally permissible if their work requires them to come into a Wind River office or come into close contact with others.
If you are unable to get vaccinated due to a medical condition, disability, sincerely held religious belief, or as otherwise required by applicable law, we will consider requests for accommodation, including requiring facemasks to be worn on Wind River premises._
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