Installation and Customer Service Representative

Job Description

As an Installation and Customer Service Representative at MathWorks, you will be responsible for understanding and performing all aspects of Installation and Licensing Support for MathWorks customers. Your primary tasks will involve troubleshooting customers installation and activation issues, configuration and license management issues, as well as network-related issues with the product. You will also be expected to explain the software licensing model, resolve customer account and contact issues, and assist with order-related issues. Additionally, you will collaborate with other team members to solve customer problems and make recommendations for changes to our license model and installation process.Key Responsibilities:- Troubleshooting customers installation and activation issues- Troubleshooting configuration and license management issues- Troubleshooting network-related issues with the product- Explaining the software licensing model- Resolving customer account and contact issues- Assisting with order-related issues (status, invoice, etc)Qualifications Required:- Bachelors degree and 1 year of professional work experience (or equivalent experience)- Bachelors Degree in IT or Computer Science preferred- 6-12 months of IT/IS experience, focusing on helping customers via phone and email- Working knowledge of Windows, Linux, Mac, and Networking- Knowledge of License Management- Previous experience with a CRM system, preferably Salesforce- Fluent in English; knowledge of Hindi and another local language is a plus- Proficient in German Language is an advantage- Demonstrated problem-solving skills- Strong verbal and written communication skills- Strong organizational skills- Excellent judgment and decision-making skills- Ability to identify and implement process and policy improvements- Professional phone manner and positive attitude- Ability to work in a dynamic, collaborative team environment- Consistent attention to detailMathWorks values inclusivity, encourages initiative, teamwork, shares success, and rewards excellence. In this role, you will be a champion for our customers, demonstrating resourcefulness, excellent decision-making, problem-solving, conflict resolution skills, and empathy towards customers. Teaming skills such as working with others, suggesting improvements, and active participation in team meetings are also essential for success in this position. As an Installation and Customer Service Representative at MathWorks, you will be responsible for understanding and performing all aspects of Installation and Licensing Support for MathWorks customers. Your primary tasks will involve troubleshooting customers installation and activation issues, configuration and license management issues, as well as network-related issues with the product. You will also be expected to explain the software licensing model, resolve customer account and contact issues, and assist with order-related issues. Additionally, you will collaborate with other team members to solve customer problems and make recommendations for changes to our license model and installation process.Key Responsibilities:- Troubleshooting customers installation and activation issues- Troubleshooting configuration and license management issues- Troubleshooting network-related issues with the product- Explaining the software licensing model- Resolving customer account and contact issues- Assisting with order-related issues (status, invoice, etc)Qualifications Required:- Bachelors degree and 1 year of professional work experience (or equivalent experience)- Bachelors Degree in IT or Computer Science preferred- 6-12 months of IT/IS experience, focusing on helping customers via phone and email- Working knowledge of Windows, Linux, Mac, and Networking- Knowledge of License Management- Previous experience with a CRM system, preferably Salesforce- Fluent in English; knowledge of Hindi and another local language is a plus- Proficient in German Language is an advantage- Demonstrated problem-solving skills- Strong verbal and written communication skills- Strong organizational skills- Excellent judgment and decision-making skills- Ability to identify and implement process and policy improvements- Professional phone manner and positive attitude- Ability to work in a dynamic, collaborative team environment- Consistent attention to detailMathWorks values inclusivity, encourages initiative, teamwork, shares success, and rewards excellence. In this role, you will be a champion for our customers, demonstrating resourcefulness, excellent decision-making, problem-solving, conflict resolution skills, and empathy towards customers. Teaming skills such as working with others, suggesting improvements, and active participation in team meetings are also essential for success in this position.

Keyskills :
WindowsLinuxLicense ManagementNetworkingSalesforceGerman LanguageMac operating systemsFlexNetCRM system