Voice Engineer

Overview

Overview: Our client is an expansion and coverage model of a commercial customers to be able to provide more efficient and effective service. The Customer Care Specialist provides comprehensive support to commercial accounts, combining the functions of Customer Management and Technical Support. This team focuses on ensuring customer satisfaction, resolving technical issues, and driving product adoption. The hybrid model allows for efficient handling of both proactive and reactive support needs. The team will work under Pooled model vs named account, which will help with overall capacity planning and coverage.

As a Customer Care Specialist, you will play a pivotal role in this model, combining technical support expertise with proactive customer success management. You will be responsible for resolving customer inquiries, providing technical assistance, and guiding customers toward achieving their business goals. This role requires a blend of technical proficiency, strong communication skills, and a customer-centric mindset.

• Technical Support & Ticket Management: Provide comprehensive technical support: Respond to customer inquiries via email and chat, diagnose and resolve technical issues, and escalate complex problems to Level 3 or Product teams. Act as a liaison between engineering, customer success, and sales on technical issues affecting our customers.
• Technical Support & Ticket Management: Manage ticket lifecycle: Monitor incoming support tickets, prioritize based on severity and impact, provide timely updates, and ensure adherence to Service Level Agreements (SLAs).
• Technical Support & Ticket Management: Product Escalation: Collaborate with our engineering team to solve more complex issues. Identify, document, and follow up with engineers on product bugs and features.
• Technical Support & Ticket Management: Maintain knowledge resources: Contribute to and utilize the customer-facing knowledge base, creating and updating articles, FAQs, and tutorials to promote self-service.
• Customer Success & Engagement: Facilitate customer onboarding: Guide new customers through initial onboarding, ensuring understanding of basic functionality and a smooth transition.
• Customer Success & Engagement: Proactively engage customers: Conduct regular check-ins and health checks with key customers to assess product usage, identify potential issues, and ensure they are maximizing product value.
• Customer Success & Engagement: Respond to CSM inquiries: Address customer inquiries related to platform licensing, product reviews, and other CSM-related topics, providing guidance and support.
• Customer Success & Engagement: Gather and advocate for customer feedback: Collect customer feedback and relay it to product and engineering teams, advocating for customer needs and priorities within the organization.
• Customer Success & Engagement: Identify growth opportunities: Monitor customer usage and potential up and cross-sell opportunities.
• Customer Success & Engagement: Provide guidance and support via tickets: Proactively provide guidance and support via tickets, in order to maximize customer value. Ensure Tickets are being managed within SLA
• Customer Success & Engagement: Document interactions: Accurately log all customer interactions and support activities in the ticketing system and update customer profiles in Gainsight and Salesforce (SFDC) with relevant information.

• Excellent written and verbal communication skills;
• Previous experience in a client-facing technical role for a product business;
• Strong problem-solving, decision-making, and critical-thinking skills;
• Professional, courteous, and committed to providing amazing customer support;
• Open-minded, positive, and keen to learn;
• Great attitude, team player;
• Willing to work flexible hours;
• Keen to mentor and help train junior team members.
• Strong technical aptitude and ability to learn new technologies quickly.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple tasks and prioritize effectively.

• Fluent level in other languages (preferably German, French, Dutch or Spanish);
• Degree in a technical subject;
• Knowledge of IP Telephony;
• Experience diagnosing QoS issues;
• Experience with call center technology such as IVRs ;
• Experience with Salesforce as an admin or developer.