Customer Support Engineer I

October 23

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Predictive Analytics • Decision Management Tools and Applications • Scores • Consultancy • B2B Enterprise Software

1001 - 5000

Description

• Provide remote technical support to internal and external clients globally for both hosted and on-premise solutions. • Collaborate through innovation with IT, operations teams, product development and product management. • Manage the flow of customer’s incidents via telephone, cases/incidents, and working with next level support, infrastructure teams, product teams and manage end-to-end communication with clients based on agreed SLAs. • Triage and escalate incidents in a timely manner according to standard operating procedures. • Act as a liaison between engineering and consulting teams to resolve incidents. • Maintain and determine ways to improve the customer experience, always demonstrating a strong client-focus with professional communication.

Requirements

• Bachelor’s degree or equivalent. • Sound understanding in managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions. • Good customer-facing skills in general to handle phone and emails of clients. • Good understanding about enterprise level application support and infrastructure support. • Good knowledge on cloud platform. • Flexible to work primarily in shifts. • Demonstrates the ability to troubleshoot issues, disturbances, and failures in platform and systems, and work with internal and external stakeholders to restore functionality. • Ability to prioritize and manage multiple incidents. • Demonstrated ability to interact with diverse customer base successfully. • Knowledge/prior exposure to incident/problem/change management. • Understanding of ITIL framework. • Knowledge of AWS concepts. • Excellent written and verbal skills.

Benefits

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others. • The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences. • Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so. • An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.