Help Desk / Technical Support

Job Description

Location: Loveland, Ohio (no remote please)

Responsibilities:

• Technicians will be answering phone calls and responding to emails from customers.

• Typical calls may include resolving registration issues, product installation, software licensing and general usage questions.

• Provide 1st level telephone support for Siemens software.

• Collate, analyze, and produce reports of software license usage and ownership information.

• Provide support to ensure software compliance, as well as store and manage software license proof of ownership.

• Responsible for analyzing purchased licenses, reviewing discovery data, and conducting research to assist with purchases and contract requirements.

• Verify usage, advise of renewal purchases based on needs.

• Analyze existing and/or create new documentation where necessary.

• Document all customer/case details in support case tracking system.

• Communicate effectively with Customers to determine and resolve common problems and requests in compliance with established service level agreements.

• Maintain a personal queue of ongoing customer issues until resolution.

• Interface with members of an escalation team and with R&D resources to bring escalated issues to resolution.

• Act as a liaison between Customers and Technical Department, including escalation of cases to 2nd level support if necessary and reporting back to customer with resolution.

• Participate as an active member of the Helpdesk team.

• Provide reports and updates to the Helpdesk Support Lead on a regular basis.

Qualification Requirements

• Excellent organizational skills and a proven ability to plan and prioritize multiple workstreams/tasks.

• Experience administering IT contracts or software licenses.

• Excellent communication skills as well as strong analytic skills

• Advanced knowledge on Server and Network

• Position requires candidates to possess both excellent verbal and written communication skills.

• Must be a team-player, self-starter, goal oriented, open minded, flexible and a people-oriented professional.

• Any Degree or associate degree preferred but we do consider experienced people without degree.

• CAD/PLM experience preferred.

• Experience in IT is a plus as this position will integrate us with the tech teams.

Interested Candidates please feel free to contact me at 248-522-6609/deepa.kashinath@prolim.com.