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Customer Success Engineer Apprentice
3 months ago
Customer Success Engineer Apprentice
ID: JR0033536
India, BangaloreCustomer Success Engineer Apprentice
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, and debugging Network security Products. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning of software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Provides support to customer/users where the product is highly technical or sophisticated in nature.
Customer Success Engineer Intern provides end-to-end technical support for Trellix customers and is responsible for providing technical service of fault recording, diagnosis, problem solving, and resolution delivery for Trellix customer base.
About the role:
Take the incident opened by the customer and troubleshoot, gather appropriate data, consult others when necessary and own the issue through to resolution.
Assess and understand the impact, severity and urgency of issues.
Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions to enhance the customer experience.
In some cases, work alongside a customer's technical teams to assist them in extracting the maximum value.
Participate in critical escalation calls with the customer, describe technical details in a clear and concise manner appropriate to the level of technical capability of the audience.
Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution.
Achieve outstanding results across key performance indicators like CSAT, Resolution Time, Response Time, etc.
Collaborate and communicate with all other internal relationship management groups to improve the customer experience.
Set and manage expectations with customers, including regular and timely communications.
Assist customers with the implementation of workarounds/solutions.
Identify data requirements and assist with data collection as required.
Participate in after-hours coverage for customer escalations on a scheduled basis.
Conduct remote sessions with customers as required.
Author KB articles and SNS communications.
About you:
Customer focused, with a pro-active and responsive approach.
Able to understand and define customer needs.
Excellent verbal and written communication skills.
Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of customer audience.
Strong, proven customer service skills and experience supporting customers in large/global scale environments.
Ability to multi-task, prioritize job requirements, and meet deadlines.
Strong problem solving skills.
Friendly and approachable personality with positive attitude
We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement
We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
