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  Job Details

Technical Support Specialist

Are you interested in a challenging and rewarding job supporting state of the art technology? 

About the Role
  • Assisting customer with generating, viewing, or downloading software licenses
  • Assist customer with software media ordering, delivery, and downloads, and providing order status updates
  • Manager account and member changes (add, change or delete members)
  • Provide guidance on SubscribeNet account modifications
  • Resolve customer login issues (welcome/password finder emails not received)
  • Make changes to member account logins
  • Perform and document account modifications (consolidation, splits, inactivation, full and partial entitlement exchange of software platforms)
  • Review service agreement information in CRM (Customer Relationship Management - for workstation customers) and provide feedback on required changes
  • Review software maintenance agreement (SMA) information in ETT (Engagement Tracking Tool - for enterprise customers)
  • Perform account subscription extensions as required
  • Monitor eDeliveries and properly archive eDelivery emails
  • Monitor CSR (Customer Service Representatives) and/or customer requests related to service contracts/SMA; notify CSRs regarding required contract changes
  • Provide user access to SubscribeNet, an electronic software and license delivery service system, for ASPs (Agilent Service Providers), developer partners and members of accounts residing on the Channel Partner SubscribeNet site (‘AGPT’)
  • Screen Restricted Parties List (RPL)-rejected orders for GSDC (Global Software Distribution Center), adjust impacted orders as necessary, and log orders
  • Setup and maintenance of training and special accounts containing restrictive contents
  • Capture and update support tickets in database
Key Qualifications
  • A bachelor's in computer science or a combination of equivalent professional training and certifications, combined with a minimum of two years related work experience in a position(s) with increasing responsibility and supervisory duties may be accepted.
  • Solid attention to detail and the ability to create and document process and procedures.
  • Good verbal and written communication skills with internal IT colleagues; business leaders and external audit community.
  • The ability to work within a very demanding environment and handling stress in a positive manner and maintain a high degree of confidentiality.
  • Excellent organizational and problem solving skills.
  • Ability to handle multiple tasks.
  • Strong written and verbal skills in English.
  • A strong understanding and working knowledge of desktop hardware,  operating systems and software.
  • A good understanding of network systems and protocols as well as server hardware and operating systems.

 

Compensation
syncreon offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally; stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

 

About syncreon
syncreon delivers tailored, progressive and scalable solutions to premier global automotive and technology brands, such as Jaguar Land Rover, Harley Davidson, BMW, Dell, Xerox and Canon. We supply 3PL and 4PL solutions that adapt as quickly as industry and the marketplace evolve. For over 60 years syncreon has provided unique and innovative expertise in providing highly integrated, warehousing management, inbound to manufacturing, reverse and repair, export packing, aftermarket services, fulfilment services and transport. Today we have 14,000+ employees working in 100+ locations worldwide who enjoy our supportive culture, dedication to work-life balance, people development and superb career opportunities. For more information, visit www.syncreon.com

 

Note
Candidates chosen to move forward within the Recruitment Process, may be required to undergo an assessment and/or submit further background information. Any offers of employment may be conditional on completion of required checks and provision of relevant documentation, in accordance with the applicable local legislation.