Customer Success Engineer
- Miniorange
- 2 - 7 years
- Pune
- 2 years ago
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Job Description
- Technical Troubleshooting: Diagnose and resolve complex technical issues related to our product or service. Analyze problems and provide timely, effective solutions to meet customer needs.
- Customer Support: Interact with customers via various communication channels (phone, email, chat, etc.) to understand their concerns, provide guidance, and ensure a positive customer experience.
- Customer Engagement and Product Demonstration: Collaborate with customers to understand their needs, conduct product demonstrations, and effectively communicate the value proposition of our solutions.
- Proof of Concept (POC) and Deployment: Work closely with the sales and technical teams to conduct POCs, ensuring smooth deployment of solutions tailored to meet customer requirements.
- L1/L2 Support: Provide Level 1 and Level 2 support, including responding to customer inquiries, resolving technical issues, and documenting solutions to contribute to our knowledge base.
- Documentation: Maintain detailed and comprehensive documentation of customer interactions, troubleshooting steps, and solutions provided. Create knowledge base articles to assist customers and internal teams.
- Collaboration: Work closely with cross-functional teams including product development, sales, and support to escalate and resolve customer issues efficiently.ts.
- Customer Conversion: Identify opportunities and leverage your interactions to drive customer cases towards successful resolution and conversion, contributing to overall customer retention and growth.
- Training and Education: Conduct product training sessions for customers to enhance their understanding and utilization of our products/services.
- Feedback and Improvement: Gather customer feedback, identify recurring issues, and collaborate with the team to improve product/service functionality and overall customer satisfaction.
- Proven experience of 2+ years in a technical support or customer success role, preferably in a software or technology company.
- Bachelors degree in Computer Science, Engineering, or related technical field (or equivalent practical experience).
- Strong technical aptitude and ability to troubleshoot software, hardware, or network-related issues.
- Excellent communication skills, both verbal and written. Ability to convey complex technical concepts to non-technical users.
- Proficiency in documenting procedures, troubleshooting steps, and creating knowledge base articles.
- Customer-focused mindset with a passion for delivering exceptional service.
- Self-motivated team player with the ability to work independently and collaboratively in a fast-paced environment.
- Willingness to take ownership of customer issues and drive them towards resolution and conversion.
- A constant stream of new things for you to learn. Were always expanding into new areas and exploring new ideas.
- A set of extraordinarily talented and dedicated peers.
- A stable, collaborative, and supportive work environment
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Customer Retention - Non VoiceEmployement Type: Full timeContact Details:
Company: MiniorangeLocation(s): Pune+ View Contact
Keyskills: Product training Sales Product service Customer satisfaction Customer retention Deployment Customer support Customer engagement Technical support
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