US PERSONS ONLY

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

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 systems and cloud software consisting of real-time operating systems, 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 and routing technical support issues, creating software license files and installation keys, and solving technical licensing issues.

RESPONSIBILITIES

• Managing Customer Support Org. operations including Call Center/ Licensing teams which may include 24x7 or similar operation.
• Managing incoming calls, emails, and chats from customers and internal employees and creation of service requests.
• Managing and assisting employees and customers on the usage of Salesforce/Service Cloud and other call center tools/ platforms.
• Implementation of tools and processes to comply with different government regulations and requirements.
• Implementation of reporting dashboards to highlight the Customer Support Organization compliance with SLAs and SLTs.
• Propose and implement plans to improve and optimize the support platforms and tools used by the Wind River support team. Collect and analyse call agents' data using the CRM provided by the company to prepare performance reports.
• Continuously monitor system performance, identifying and resolving operational problems as needed.
• Present monthly and annual action plans and objectives to modernize support platforms to relevant stakeholders.
• 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 queues to ensure customer requests are resolved within the required timeframe.
• Document and report issues to appropriate group/person (ex. recommend training for customers). Communicate with account teams (AM/TAM) on customer issues as needed.
• Provide technical support to customers for licensing issues through the licensing team.
• Provide L1 support to customers for Wind River Systems supported products.

MINIMUM QUALIFICATIONS

• Bachelors in computer science, Electrical Engineering, Math, Data Science, Physics, or related technical field.
• 1–2 year experience in managing customer facing teams highly desirable.
• Strong leadership skills and the ability to recruit, train, and manage a high-performing team.
• 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.
• Ability to work effectively with a diverse group of individuals with varying levels of technological knowledge.
• Experience with Oracle, Coveo, Salesforce and other call center tools/ platforms a plus.
• Knowledge of Flexlm (Flexera) licensing technology highly desirable.
• Good knowledge of Windows/Linux
• Exceptional analytical and problem-solving skills for data analysis and performance.
• Exceptional team player who works well in a collaborative environment.
• Self-managed, fast learner with the desire and ability to master new technologies.

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 $105,300 to $121,080 plus a bonus for Colorado, New York, and New Jersey residents, and $129,100 to $148,480 plus a bonus for SF Bay Area, Greater Seattle, NYC, and Washington, DC, residents. Salary ranges are determined through interviews and a review of the 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, and 12 paid holidays.

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