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Customer Success Engineer
Middlehace 2 sem.
Detalles
- Experiencia
- 3+ años
- Inglés
- obligatorio
- Formación
- Estudios superiores
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Responsibilities:
- Request handling and incident resolution
- Process requests from customers for products in their area of responsibility.
- Prioritize requests depending on the technical context and business criticality.
- Solve incidents within the agreed scope in the minimum number of iterations and in the shortest possible time.
- Ensure product technical problems are resolved or worked around rapidly within the service agreement obligations.
- Resolve, manage, escalate, and drive satisfactory resolution of customers' technical support issues based on […] products and technologies.
- Process premium technical support tickets in compliance with established technical support workflows and processes.
- Focus on a proactive principle of interaction with the customer within the framework of the request, demonstrating ownership and genuine interest in solving the problem.
- Apply system analysis techniques and procedures and consult with end users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of […] products.
- Collaboration, escalation and internal coordination
- Collaborate with technical specialists, service managers, and escalate to expert lines when necessary to resolve complex issues.
- Communicate progress on a regular basis to stakeholders in customer and partner organizations for both normal and escalated technical issues.
- Communicate with MSA customers and accompany CSAMs on borderline or complex topi
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