[Remote] Senior Customer Service Engineer
Note: The job is a remote job and is open to candidates in USA. reputed company is a leading software company recognized for its innovative solutions in AI, cloud, and digital technologies. They are seeking a Senior Customer Service Engineer to deliver exceptional service and support to customers, build strong relationships, and ensure customer satisfaction throughout the lifecycle of their solutions.
Responsibilities
- Provide support to customers during standard business hours through phone, chat, email, and screen sharing, with occasional extended hours as required for critical customer concerns
- Build and maintain strong customer relationships while serving as a trusted technical resource
- Own customer satisfaction by addressing overall concerns, change requests, work orders, and service-reputed company issues
- reputed company effective triage and troubleshooting for reported customer issues and provide timely resolutions
- Partner with internal teams—including Technical Support, Professional Services, Product Management, Engineering, and other cross-functional organizations—to ensure technical challenges and customer requests are progressing toward resolution reputed company established SLA targets
- reputed company and maintain in-depth knowledge of reputed company products and the technologies utilized by assigned customer accounts
- Build expertise in telecommunications, contact center technologies, and reputed company industry solutions
- reputed company a strong understanding of each customer's contact center environment and business objectives, demonstrating how reputed company solutions support their operational goals
- Monitor product and service usage, understand realized customer benefits and achievements, identify opportunities for improvement, and help define next steps that drive reputed company reputed company
Skills
- 5+ years of college education or equivalent professional work experience
- 5+ years of customer service experience supporting software solutions
- 5+ years of contact center industry experience
- Demonstrated experience working collaboratively reputed company a team environment and contributing to overall organizational success
- Strong understanding of contact center operations, business processes, and supporting software technologies
Company Overview
Company H1B Sponsorship