Meet the team - Video Siemens Industry Software is a leading provider of solutions for the design, simulation and manufacture of products across many different industries. Formula 1 cars, skyscrapers, ships, space exploration vehicles, and many of the objects we see in our daily lives are being conceived and manufactured using our Product Lifecycle Management (PLM) software. Headquartered in Plano, Texas, Siemens Industry Software works collaboratively with companies to deliver open solutions to help them make smarter decisions that result in better products. Siemens has invested heavily in software companies (circa $11 Billion) to become the world leader in the Digital Revolution for Industry. It has a unique position in providing software to manage all four disciples – Mechanical, Electrical, Electronics and Software. Also, working with a sister Siemens company, can provide all the control electronics and drives to provide a complete factory automation solution. We offer a role with responsibility, independence, and the possibility to contribute proactively. We foster a teamwork culture with room for individual development. Please visit https: https://www.siemens.com/plm and https://www.siemens.com/eda About the Role As a Support Agent in our Licensing and Enablement group, we strive to help our customers successfully setup and license any Siemens DISW software they have purchased. Our customers may contact us through our Support Website (https://support.sw.siemens.com) or over the phone, and we respond to these requests via phone, Email, or screen sharing tools as we work with the customer to resolve issues around installation and licensing of our software. Much of our support work centers around the FlexNet based licensing our software uses for authorization. And our Support Agents are excellent resources for software setup issues on computers running either Windows or Linux based operating systems. We often partner with other Support Agents when knowledge of both application operation and licensing are needed to resolve a customer issue. We are the voice of our customers to others inside Siemens DISW, as we deal with the problems they encounter with our software. And we strive to become trusted partners with our customers, as their success is what makes us successful. Area of Responsibility Managing Daily Support Cases by handling multiple customer requests and keeping them updated and active until they are resolved. Documenting activities on each case, so that we and the customer have the pertinent information about the case, during and after the resolution of the issue. Creating technical documents (Knowledge Articles) around common issues so that customers can address some or all their issues simply by visiting our Support Website Developing and maintain expertise in both basic FlexNet licensing, and the specifics of the Siemens DISW implementation of this licensing technology. Working with a globally diverse team of other Support Agents, sharing your skills and asking for assistance from others as needed. Learning to reproduce technical issues for reporting to Software developers, creating testcases internally that can show a problem a customer has reported. Striving to know the entire DISW software portfolio and become comfortable sometimes dealing with requests you don’t fully understand. Communicating with others at all levels of technical understanding, building and maintaining working relationships with internal and external people as you resolve issues with our software portfolio. Your Qualifications & Experience Previous experience in the Software Support or Information Technology disciplines. Previous experience with FlexNet based licensing software Working at Siemens Software Why us? Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software. At Siemens, we are always challenging ourselves to build a better future. We need the most innovative and diverse Digital Minds to develop tomorrow‘s reality. Siemens Industry Software is an equal opportunities employer and does not discriminate unlawfully on the grounds of age, disability, gender assignment, marriage, and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or trade union membership. Siemens. Making real what matters If you want to make a difference – make it with us! #LI-JM2 #LI-PLM #LI-Remote Organization: Digital Industries Company: Siemens Electronic Design Automation Ltd Experience Level: Experienced Professional Job Type: Full-time