Customer Success Engineer
7 days ago
Job Role: Customer Success Engineer
Job Description:
- Receive escalation tickets, apply a structured troubleshooting protocol and provide timely resolution.
- Communication with customers is predominantly over the e-mail channel, but also via phone, online meetings, and chat conversations.
- Evaluate the needs of customers and work in a creative, proactive manner to resolve technical issues.
- Take complete ownership of the escalated tickets and collaborate with the relevant technology teams for a swift resolution.
- Document troubleshooting and problem resolution steps, accurately record data into CRM and other relevant tools.
- This role is primarily for the US timezones.
Skills Required
- Excellent communication skills.
- Ability to write concisely with clarity.
- Ability to work in a 24/7 work environment.
- Orientation to technology in general, specifically web technologies API, HTML, CSS, JSON, SQL, and JavaScript.
- Be a team player who can work seamlessly across various teams to achieve a common goal.
- Excellent customer advocacy and consultative skills.
- Strong multitasking and prioritization abilities.
- At least 3 plus years of experience as an individual contributor in a customer success or a technical support role.
- Should have worked previously in US time zones for at least one year.
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