Customer Success Engineer – I Full Time

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Roles and Responsibilities:

• Primary Contact: Act as the main point of contact for customer inquiries, ensuring timely and effective communication.
• Ownership: Take responsibility for reported customer issues and ensure their resolution in a timely and efficient manner.
• Troubleshooting: Diagnose and resolve challenges related to product functionality, system compatibility, and usage, ensuring a seamless customer experience.
• Timely Resolution: Adhere to defined Service Level Agreements (SLAs) by promptly and accurately responding to customer inquiries.
• Collaboration: Work closely with internal teams to address and escalate complex technical issues as needed.
• Product Expertise: Maintain an in-depth understanding of the Mindtickle platform, its features, and updates to provide knowledgeable support.
• Knowledge Sharing: Contribute to developing knowledge base articles to facilitate customer self-service support.
• Proactive Improvement: Identify product or service enhancement opportunities based on customer feedback.
• Continuous Learning: Participate in training sessions and workshops to continually enhance technical skills and product knowledge.
• Customer Feedback Loop: Gather and report customer feedback to help shape future product development and improvements.
• Documentation: Ensure all customer interactions are adequately documented in the support system for future reference.

Skills Required:

• Have pursued bachelor’s Degree in Engineering or Computer Science.
• Possess 0 – 1 years of experience with technical support for SaaS-based products.
• Have working knowledge of Python, API, JSON, User sync, SSO, Infosecurity Guidelines/ Understanding.
• Possess excellent verbal and written communication. Must be able to explain technical concepts to non-technical users, provide clear instructions, and articulate solutions in a concise and understandable manner through verbal and written communication.
• Have understanding of network logs in web browsers.
• Have proficiency in problem analysis, troubleshooting, requirement analysis.
• Are willing to work in rotational shifts that includes US shifts.
• Have high level of enthusiasm about helping and serving clients, strong customer and solution-oriented personality.
• Have the ability to grasp new technology/process quickly and implement the learnings for effective results.
• Must be an excellent team player.