ROLE PURPOSE:
As a customer support engineer, you will play an essential role in ensuring customer satisfaction. The objective of this role will be to ensure our customers successful implementation and maintenance of our products and building customer loyalty as trusted technical partners. You will be responsible for providing customer support, solving technical questions of varied scope and complexity, maintaining knowledge bases and collaborating across departments.
KEY RESPONSIBILITIES:
Technical Issue Resolution:
Troubleshoot and resolve customer issues related to the installation, configuration, and ongoing product maintenance.
Identify the root cause of technical problems and implement effective solutions in a timely manner.
Escalation of complex issues:
Escalate complex technical issues to the appropriate internal teams (e.g., Product Owners, Engineering).
Act as a liaison between the customer and internal teams to ensure clear communication and timely resolution of escalated issues.Capture and Share Knowledge:
Accurately document all customer interactions and support tickets in Salesforce to maintain a clear record of issues and resolution.
Create and update knowledge base articles and troubleshooting guides, enabling customers to find solutions independently and reducing future support requests.Maintain Customer Relationships:
Build and maintain strong relationships with customers.
Understand customer needs and provide tailored technical advic...