Position Summary
We are looking for a motivated and proactive Customer Support Engineer to join our team. In this role, you will provide expert-level assistance to customers by resolving technical issues, answering product-related questions, and offering troubleshooting support. Additionally, you will play a key role in developing and maintaining long-term relationships with customers by ensuring their success with our platform and building out proactive support systems.
Key Responsibilities Customer Support: Serve as the primary point of contact for inbound customer inquiries via Intercom, delivering prompt and effective solutions to technical issues through support chats. Diagnose and troubleshoot software-related problems, providing clear, step-by-step guidance to customers. Educate customers on best practices for product use while guiding them through solutions. Maintain detailed documentation of customer interactions, issues, and resolutions, ensuring feedback contributes to ongoing product improvements. Respond quickly to support emails, ensuring timely and efficient resolution of all customer concerns.Customer Success Relationship Management: Build and maintain strong, long-term relationships with key accounts, ensuring they are getting the most value from our products. Develop a proactive approach to customer success by tracking customer progress, following up regularly, and scheduling calls for check-ins. Ensure that large customers are regularly engaged with the platform and provide any necessary assistance to help them achieve their goals.Customer Journey Monitoring: Track and monitor the customer journey to ensure all key clients are accounted for and receive timely follow-ups. Gather customer feedback and share insights with internal teams to drive product improvements and better customer experience.Preferred Qualifications Strong problem-solving and analytical abilities with a focus on customer satisfaction.Familiarity with CRMs, troubleshooting tools, and support platforms like Intercom and email management systems.Proven experience in customer success, support, or similar roles, ideally within technical support or customer service.Basic knowledge of networks, software systems, or hardware relevant to the product or service.Excellent communication and organizational skills, with the ability to effectively manage client relationships and expectations.Proactive in addressing and resolving customer issues with ownership and accountability.Remote work experience is a plus.Advanced English proficiency.What we offer Type of employment: Permanent, Fully remote, Flexible hoursCollaboration contract: B2BPaid Vacation days: 14 days holiday, plus 7 sick leave daysProfessional Growth: Opportunities for professional development and career advancement.Collaborative Environment: A supportive and dynamic team culture.If you are passionate about customer success and fixing issues and are eager to join a team that values strong customer relationships, we encourage you to apply!
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