Senior Customer Service Analyst (Licensing)

Customer Success - Support Galati, Romania


Description

Position at Wind River

Senior Customer Service Analyst (Licensing)

Location – Galati (Romania)

 

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. We’ve achieved recent 5G milestones including the world’s first successful 5G data session with Verizon and  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

 

The successful candidate shall possess refined communication skills characterized by maturity, coupled with a remarkable aptitude for attentive listening and an innate ability to convey information and details accurately. Additionally, the candidate should demonstrate. Comfort with multi-tasking: ensuring that appropriate priorities are made, no plates are dropped and keeping calm.

Responsibilities:

  • Creating statistical reports referencing workloads, status, backlogs, closure rates etc., and sometimes very specifically e.g., targeted focus campaigns on particular products or customers.
  • Web administration of Online Support accounts.
  • Work closely with Our Premium Support Manager to Document Extended Support programs and Processes.
  • Internal/External testing of our customer support tools, including UAT (User Acceptance Testing).
  • Handling incoming customer contacts – via email, Live Chat, phone calls & external website.
  • Assist customers with product licensing tasks (generating license files, installing, troubleshooting).
  • Utilization of all resources to ensure solid, stable standards and work quality.

 

 MINIMUM QUALIFICATIONS:

  • Fluent English communication, both written and oral, is necessary.
  • French and/or German would be highly advantageous.
  • Degree education is necessary.
  • Previous experience with Salesforce and/or Jira is a plus.

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 in the US, bay area.
  • Wind River’s commitment to DEIB
  • Grow Boot camp and Linkedin Learning Subscriptions
  • Wellness Benefits through Unmind

#LI-AL1

Wind River is an Equal Opportunity Employer with a commitment to diversity. We prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.