Customer Service Engineer

Position Summary

We are searching for a Customer Service Engineer with excellent communication skills to join our Customer Solutions team. Your role is to maintain and improve customer satisfaction by providing exceptional personal service, and work closely with our developers and technical team to solve customer’s problems efficiently.

If you are committed to listening to customers and have a well-rounded understanding of technology, with an exceptional ability to isolate and prioritize technical and functional issues, this is a fantastic opportunity to develop a career in a forward-thinking and flexible environment.

Responsibilities

  • Interact with customers to understand and process inquiries, concerns and requests about our products and services
  • Establish and manage our internal customer support systems and processes
  • Gather detailed technical information as needed and work with our developers to solve problems, evaluate and escalate priority issues as needed
  • Creatively suggest and build software work-around solutions, including occasional scripting/coding and customizations
  • Recommend potential products or services to customers by understanding their needs
  • Stay current with system information, changes, and updates
  • Work with our Product team to help develop our next generation web intelligence line of products based on information collected from customers

Education / Certification Requirements

  • B.Sc or relevant skills / equivalent experience

What you will need to succeed

  • 3+ years of experience in a support or QA role for a software product
  • Basic knowledge of programming languages and HTML
  • Excellent technical aptitude and ability to dig deep into applications to isolate problematic areas
  • Exemplary customer-facing and communications skills
  • Scripting or programming experience – a major plus
  • Ability to act with a high degree of autonomy
  • Excellent written and spoken English
  • The ability to work well in a team