Customer Experience Engineer

Team: Customer Experience
Work arrangement: Because we are more interested in what you bring to our team than where you are located you can work from anywhere in India. You will be encouraged to regularly join us at a hub or satellite to collaborate and partner with other members of the team.
Location: India

Purpose of role

The Customer Experience Engineer is a customer-centric professional responsible for providing world-class experiences to every client needing our support. You will be responsible for resolving client queries and concerns via our ticketing system, webchat or Microsoft Teams call in an effective and timely manner.

Who you will be working with

This is a diverse role with an opportunity to work with a diverse group of people across the business including:

• Customer Success team
• Software Development team
• Product Management team
• IT & Digital team
• Technical Services

How do you get to contribute to the business?

• Act as the primary liaison between the company and your customers
• Evaluate and prioritise customer support tickets
• Taking ownership of customer tickets/queries reported and seeing problems through to resolution
• Provide prompt and accurate feedback to customers
• Researching, diagnosing, troubleshooting and identifying solutions to resolve client queries
• Talk clients through a series of actions, either via phone, email or chat until they have solved their query
• Ability to prioritise and handle multiple issues simultaneously
• Track tickets through to resolution, within agreed time limits
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Collaborating with multiple internal stakeholders to troubleshoot client issues
• Providing client-facing feedback to internal teams to improve the product and service we offer
• Collaborate with Software Development, Technical Records/Services, Digital/IT, Product Management, Customer Success Managers and Implementation team
• Daily customer communication, taking feedback and issues and escalating them internally

This is how we will support your onboarding journey to enable you to start adding value almost immediately

In your first 30 days you will:
• Meet your new team!
• Begin your product and job-specific training

By 60 days you will:
• Be working on tasks more independently
• Be collaborating with other departments and teams

By 90 days you will:
• Be working independently and looking after your clients on a daily basis

We would be really happy if you had

• A pragmatic approach to making things happen and moving things forward
• The ability to work independently and as part of a team
• Openness to change and willingness to learn/experiment with new ways of working
• A hunger to learn
• A diligent approach to task completion
• Self-motivation and a be a quick learner
• Microsoft office experience: Word, Excel, Teams, PowerPoint
• The ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skills
• Candidates with the above-mentioned relevant skills/experience of more than 1 year in this type of role.

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