18 days old

Customer Support , Contracts

Chicago, IL 60661
  • Job Code

Essential Duties and Responsibilities:

Reviews the customer contracts, specifically software license contracts, to create or update the customer audit profile in HEAT.

  • Performs initial screening of customers to establish sufficient license information for audit.
  • Focuses on developing knowledge of CA SSC processes for at least 3-4 specific products and the tools used to analyze them.
  • Provides pertinent company data as required in the assigned customer HEAT profile.
  • Researches history of customers' company. Consults with trainer and/or manager for complex situations.
  • Determines contact information for Primary and other contacts and CEO. Consults with trainer and/or manager for complex situations.
  • Locates, reads and reviews software license contracts to find the relevant information.
  • Extracts all relevant data and any addenda to the contracts.
  • Consults with manager about contracts which may be linked by organization, country or product.
  • Assigned basic level of customers or contracts.
  • Contributes to maintaining the integrity of the data stored in the IDB

Interacts with team members and managers to maintain professional standards and develop knowledge regarding company/organization policies, processes, products, etc.

  • Makes regular use of Sharepoint to ensure that their knowledge is complete and up to date on the products and processes on which they have been trained
  • Participates in special projects and take on special assignments under close supervision.
  • Manages workload effectively using the documented CA SSC processes to ensure successful completion of tasks.

Responds to queries on licensing terms & conditions under supervision

  • On an ad hoc basis provides coworkers with licensed user numbers, product information, licensing terms and conditions, and other audit related information on customers they have prepared initially.
  • Replies promptly and accurately to requests, making sure that the information is then entered into HEAT.

Enters software license contract data into HEAT database.

  • Copies information for entry into Infor's HEAT database including contract information and locations of contracts.
  • Enters details into HEAT database, as new software license contracts and support deals are processed
  • Ensures the data entered into HEAT is maintained and that the licensing information is accurate and up-to-date at the time of an audit. As notified, updates to reflect current view of customers licensing.
  • Keeps CA SSC Manager informed of workflow and issues

Education, Knowledge and Skills

  • College/University Degree or 3 years of related business experience
  • Good problem solving and analytic skills
  • Good writing and editing skills
  • Excellent communications skills
  • Strong interpersonal and customer service/orientation skills
  • Solid PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
  • Strong organizational skills required to insure most effective and timely delivery of service to customers
  • Possess ability to both multi-task and manage priorities effectively
  • Flexibility required to work outside defined role.
  • Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas
  • Fluency in a second language useful; command of the English language is required


  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Customer Support , Contracts

Randstad Technologies
Chicago, IL 60661

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Customer Support , Contracts

Randstad Technologies
Chicago, IL

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