Installation and Customer Service Representative

Job Summary

As an Installation and Customer Service Representative, you will be required to understand and perform all aspects of Installation and Licensing Support, related to the normal day to day requests of MathWorks customers via phones, email, and the web. Majority of your time will be spent servicing both internal and external customer requests via the phone, mail, and the web. Must be resourceful, display excellent decision-making, problem-solving, conflict resolution skills, and show a proper amount of empathy for our customers. Teaming skills such as the ability to work with others, identifying and implementing suggestions for improvement, and actively participating in team meetings is also required. Must also be a champion for our customers.

Responsibilities

You must have working knowledge of Windows, Linux, and Mac operating systems and the aptitude to learn our software license manager (FlexNet) and licensing model. Daily responsibilities will include (but not limited to):

• Troubleshooting customers' installation and activation issues
• Troubleshooting configuration and license management issues
• Troubleshooting network related issues with the product
• Explaining software licensing model
• Resolving customer account and contact issue
• Assisting with order related issues (status, invoice, etc…)

You will also work with others at the MathWorks to solve customer problems and play a key role in advising and implementing changes to our license model and installation process.

Minimum Qualifications

• A bachelor's degree and 3 years of professional work experience (or equivalent experience) is required.

Additional Qualifications

• Bachelors Degree in IT or Computer Science is preferred
• 6-12 months of IT/IS experience, with a focus on helping customers via phone and email
• Working knowledge of Windows, Linux, Mac, Networking, and knowledge of License Management
• Previous experience working with a CRM system (preferably Salesforce)
• Fluent English-spoken and written. Knowledge of Hindi and another local language would be a strong plus
• Proficient in German Language would be an added advantage
• Demonstrated problem solving skills
• Strong verbal and written communication skills
• Strong organizational skills
• Excellent judgment and decision making skills
• Demonstrate strong follow-through aptitude
• Ability to identify and implement process and policy improvements
• Professional phone manner
• Professional and positive attitude
• Ability to work in a dynamic, collaborative team environment
• Consistent attention to detail

 In addition to the above duties and responsibilities, the job holder is required to perform other duties assigned by their manager from time to time.