Siemens Digital Industries (DI) is an innovation leader in automation and digitalization. Closely, collaborating with partners and customers, we care about the digital transformation in the process and discrete industries. With our Digital Enterprise portfolio, we provide and encourage companies of all sizes with an end-to-end set of products, solutions and services to integrate and digitalize the entire value chain. Meaningful optimization for the specific needs of each industry, our outstanding portfolio supports customers to achieve greater efficiency and flexibility. We are constantly adding innovations to its portfolio to integrate groundbreaking future technologies. We have our global headquarters in Nuremberg, Germany, and have around 75,000 employees internationally.

We offer a role with responsibility, independence and the possibility to contribute proactive. We foster a teamwork culture with room for individual development

Please visit https://siemensneo.com/disw/

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 is 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.