What are the responsibilities and job description for the Support Engineer I position at Advantive Career Center?
The Customer Support Engineer (CSE), which includes tech support, is a vital part of our customers' experience, happiness, and longevity. The CSE will be responsible for troubleshooting and resolving software inquiries from customers across multiple products. This position requires someone that operates with a high sense of urgency, has strong communication skills and an understanding of technology, and can manage client relationships.
The CSE role must be professional, solution-oriented, and driven to uncover the root cause of the problem. Must be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations. You must be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time.
Objectives of this Role
• Provide assistance and answer customer inquiries for proprietary Advantive enterprise products like Enterprise Resource Planning (ERP) & Manufacturing systems.
• Troubleshoot and monitor support tickets that have been submitted and communicate with clients when their support ticket has been resolved.
• Solve basic to mid-level technical issues ranging from general software questions to advanced API or 3rd party integrations.
• Respond to all new messages in the help center (powered by Salesforce) and answer incoming support tickets in a timely fashion.
• Help create new knowledge center articles & tutorials with screenshots to assist the client.
• Serve as a day-to-day contact for clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting a playbook for success.
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
The CSE role must be professional, solution-oriented, and driven to uncover the root cause of the problem. Must be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations. You must be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time.
Objectives of this Role
• Provide assistance and answer customer inquiries for proprietary Advantive enterprise products like Enterprise Resource Planning (ERP) & Manufacturing systems.
• Troubleshoot and monitor support tickets that have been submitted and communicate with clients when their support ticket has been resolved.
• Solve basic to mid-level technical issues ranging from general software questions to advanced API or 3rd party integrations.
• Respond to all new messages in the help center (powered by Salesforce) and answer incoming support tickets in a timely fashion.
• Help create new knowledge center articles & tutorials with screenshots to assist the client.
• Serve as a day-to-day contact for clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting a playbook for success.
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
