Nuance

Sr. Licensing Administrator

IN-Pune
Job ID
1-34022
Category
Customer Service / Support - All Openings
Pos. Type
Full Time

Company Overview

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

 

Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

 

Join our Imaging team…greater document flexibility for more personal productivity.  We are passionate about designing and building secure technology that empowers companies to gain control of their document management processes and ensure their proprietary and customer information is protected.

Job Summary

Summary: The Sr. Licensing Administrator is responsible for handling incoming correspondence from Nuance Customers, Partners and Resellers.

 

Responsibilities:

  • Maintaining product registration information including licensing inquiries
  • Process and review approvals for advanced Replacements 
  • Perform other clerical assignments and general administrative and business activities 
  • Faciliatate maintenance and support entitlement verification to ensure accuracey of customer records
  • Creating and consoldiating Licensing quotes
  • Work USA and/or European business hours including weekend shifts
  • Provide real time telephone and e-mail support that come in from Nuance Partners, Resellers and Customers
  • Develop, document, and distribute knowledgebase articles
  • Research maintainence and support terms
  • Reset, consolidate and/or issue new licensing keys
  • Create product key consolidations
  • Manage, track, and secure approvals for all customer requested RMAs
  • Manage and ensure all customer escalations received by the agent are escalated to the appropriate Managers
  • Handle inbound field technical support and/or dispatch calls and route technicians to the appropriate support team

Qualifications

Number of Years of Work Experience: 5+

 

Required Skills:

• Strong, structured analytical skills
• Excellent time/project management skills
• Strong and effective English language communications: verbal, listening, written and presentation skills.
• Strong interpersonal skills
• Exceptional customer service skills with effective follow-through 
• The ability to work effectively with all levels of the organization
• Willingness to own problems and see them to completion
• Ability to work under pressure in a fast-paced production environment
• Excellent keyboard/data entry skills(speed & accuracy)
• Self-starter and able to work in an unsupervised environment
• Experience with using scheduling tools
• Basic software licensing knowledge
• Able to multitask

 

Preferred Skills: 3-5 year related experience in Office Administration

 

Education:  College diploma or equivalent

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