Installation and Customer Service Representative

Location: Bengaluru

Summary

Math Works has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More:

As an Installation and Customer Service Representative, you will be required to understand and perform all aspects of Installation and Licensing Support, related to the normal day to day requests of Math Works customers via phones, email, and the web. Majority of your time will be spent servicing both internal and external customer requests via the phone, mail, and the web.

Must be resourceful, display excellent decision-making, problem-solving, conflict resolution skills, and show a proper amount of empathy for our customers. Teaming skills such as the ability to work with others, identifying and implementing suggestions for improvement, and actively participating in team meetings is also required. Must also be a champion for our customers.

Math Works nurtures growth, appreciates inclusivity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

You must have a working knowledge of Windows, Linux, and Mac operating systems and the aptitude to learn our software license manager (Flex Net) and licensing model. Daily responsibilities will include (but not limited to):
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…)

You will also collaborate with others at Math Works to solve customer problems and advise on and implement changes to our license model and installation process.

Minimum Qualifications

A bachelor's degree and 1 year of professional work experience (or equivalent experience) is required.

Additional Qualifications

Bachelor's Degree in IT or Computer Science is preferred
6-12 months of IT/IS experience, with a focus on helping customers via phone and email
Working knowledge of Windows, Linux, Mac, Networking, and knowledge of License Management
Previous experience working with a CRM system (preferably Salesforce)
Fluent English-spoken and written. Knowledge of Hindi and another local language would be a strong plus
Proficient in German Language would be an added advantage
Demonstrated problem-solving skills
Strong verbal and written communication skills
Strong organizational skills
Excellent judgment and decision-making skills
Demonstrate strong follow-through aptitude
Ability to identify and implement process and policy improvements
Professional phone manner
Professional and positive attitude
Ability to work in a dynamic, collaborative team environment
Consistent attention to detail

In addition to the above duties and responsibilities, the job holder must perform other duties assigned by their manager from time to time.