Customer Service Engineer

2 weeks ago

Manila, National Capital Region, Philippines NICE Full time

We are looking for Customer Service Engineer who can provide strong customer support, service monitoring, and issue resolution, and proactively monitor service performance and identify opportunities for improvement. Using the inbound support queue you will respond to clients' and partners' support requests and investigate service alerts which can provide early indications of problems with the service or application. As a Customer Service Engineer, you will have strong analytical and problem-solving skills to help you investigate / resolve / triage / coordinate the support requests and alerts as appropriate.

When not handling support requests, you will proactively monitor key performance metrics across allocated clients / services by using reports and your knowledge of the ContactEngine application. In doing this you will be able to identify potential issues before they become a problem and be able to suggest improvements to the service.

Working initially with both the EU and US teams you will provide implementation and support to our new and existing clients, then when ContactEngine expands into APAC, the Manila team will also lead the implementation, quality assurance, support, and delivery for local clients. With this, candidates will have experience supporting clients, excellent problem-solving skills, and customer management skills. This position will also include working on-call.

Key Responsibilities:
  • Work largely during customers' core business hours, with occasional extended hours as deemed necessary on critical concerns
  • Develop in-depth knowledge of ContactEngine platforms and the client services
  • Partner with other ContactEngine employees and teams (customer success, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution
  • Monitor and respond to inbound support requests from our clients and alerts
  • Identify, investigate, escalate / mitigate / resolve issues raised
  • Document incidents and identify root causes to prevent chances of reoccurrence
  • Communicate with clients to gather appropriate information to address concerns
  • Provide timely updates on the status of pending support tickets
  • Identify and resolve client issues and create improvement opportunities
  • Proactively monitor dashboards and analyse key metrics to anticipate potential service impacting issues
  • Identify opportunities for improvements using your knowledge of the service
  • Provide on-call support to customers
  • And other responsibilities
Knowledge/Experience:
Basic Qualifications:
  • +2 years of experience in technical support / customer support / consulting role / related role
  • +1 years of experience in B2B Customer Support experience
  • Ability to use sound judgment and decision-making skills to resolve issues quickly
  • Ability to multi-task, investigate, analyse, and problem-solve complex issues
  • Ability to develop effective working relationships with internal and external teams
  • Ability to be flexible with work schedule (nights, weekends, holidays)
  • A willingness to learn in a fast pace environment
  • Ability to work in a global team as well as independently
  • Clear and concise written and spoken communication skills
  • Ability to think critically in resolving customer issues
  • Strong presentation skills, excellent ability to present written information in a structured, balanced form tailored to the audience
  • Strong interpersonal skills and the ability to adapt to a complex and changing environment
  • Amenable to work shifting schedules

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