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About Company :
Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We’re honoured to be recognized as a Leader in the first-ever Forrester Wave™: Revenue Enablement Platforms, Q3 2024!
Job Description :
As a Customer Success Engineer at Mindtickle, you will play a critical role in ensuring our customers’ successful adoption and ongoing use of our platform. This role involves working directly with clients and collaborating with internal teams to provide exceptional product and technical support through various channels.
Maintain the product and work with both the Product and Customer Success teams to ensure the best possible experience for the customers. Work with fellow CSMs on tech issues related to the product. Ability to maintain customer-focus while under budget constraints.
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.
Minimum Qualification
- 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.
