Customer Support Engineer at BR - DGE helping customers integrate with payment solutions. Collaborating with engineering teams and advocating for a seamless customer experience with a growing range of products.
About the role
- Support Engineer providing customer support and troubleshooting for Acoustic products. Collaborating with internal teams to ensure exceptional customer service and product issue resolution.
Responsibilities
- Provide customer support for Acoustic products including:
- Responding to inbound customer phone, chat, web, and email inquiries.
- Listening to customer needs and concerns.
- Diagnosing and troubleshooting of technical and product issues.
- Maintaining detailed documentation of customer interactions.
- Providing guidance & best practice recommendations on product related issues.
- Escalate relevant cases to L3/Engineering teams with appropriate input information and maintain ownership of through resolution.
- Collaborating with internal Acoustic teams (engineering, devops, customer success) as needed.
- Follow Acoustic guidelines and processes for case handling.
- Deliver excellent customer service by effectively utilizing soft skills and maintaining a positive working relationship between Acoustic and its customers and partners.
- Develop understanding and become certified on Acoustic software products.
- Observe trends in customer cases, identify areas of improvement, or initiate proactive measures.
- Assist with other reasonable duties as may be required being adaptable to ever changing business needs.
- Rotating shift work is required. Includes weekend and holiday on-call rotation.
Requirements
- 2+ years customer service experience in IT
- Proven ability to provide exceptional customer experience including the ability to simplify complex application information to effectively communicate with business users.
- Experience in web technology and academic understanding of applications and code.
- Knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts.
- Bachelor’s degree in IT or related field.
- Ability to achieve performance targets with minimal supervision.
- A collaborative, teamwork and learning mind-set.
- Strong analytical and problem-solving skills.
- Service-minded and customer-focused attitude.
- Very good communication skills in English, both spoken and written.
- Preferred Qualifications:
- Bachelor’s degree.
- Fluency in second language, preferably Spanish, French, or Japanese.
- Experience with web applications, digital marketing solutions, content management systems or analytics software.
- Coding skills in any language.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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