About this Role:
Technical Support Specialist – Customer Experience Expert
This position involves working as a Customer Success Engineer, providing end-to-end case ownership and supporting customers in a medium to large enterprise environment. The successful candidate will report to the Manager of Customer Success Engineering and work closely with all levels within Support, Engineering, and Product Management.
Key Responsibilities:
* Assess and understand the impact, severity, and urgency of customer issues
* Provide support to customers and build rapport through relationship building
* Participate in escalation calls with internal and external audiences
* Achieve outstanding results across a range of goals, including Customer Satisfaction scores, resolution times, and adherence to service level agreements
* Closely work with engineering and peers to accelerate solutions
* Identify data requirements and assist with data collection
About You:
* 3+ years of applicable experience in a customer-supporting IT environment
* Experience in supporting customers in medium to large enterprises
* Customer-focused, patient, flexible, and a desire to progress quickly
* A team player, able to build rapport and get your point across in a calm manner
* Strong problem-solving skills
* Able to communicate complex issues at multiple levels, adjusting in style and content to recognize the differing needs of customers and audiences
* Document customer interactions to a high standard
* Able to work well in a dynamic environment with a sizeable workload and multiple priorities
* Fluent in English and French