Customer Support Engineer

Position Structure and Team Integration

• The role reports into the Head of Customer Support and position holder is part of Delivery Team.

Result expectation in terms of result areas and core activities  

• Provide timely and efficient help to customers in finding their way around Visualfabriq SaaS

Main objectives of the role  

• Focus on customers’ satisfaction of the product and provide the first line support.

Specialization  

• Customer Support
• SaaS
• FMCG

Key relationships  

• Head of Customer Support
• Customer Support Team
• Customer Success Managers

Key processes in the role of Customer/product Support.

• Building extensive knowledge of our SAAS product platform and provide our customers
• support in using it.
• Supporting end customers in complex questions.
• Providing extend and elaborated answers on business & “how to” questions from customers.
• Participating in ongoing education for Customer Support Manager’s.
• Collaborating with Customer Support & Engagement Managers to strengthen the Usage of
• product within the Customers Organization.
• Understanding of technicalities like Integrations (APIs), SQL language, analyzing logs,
• identifying errors in logs etc.
• Experience in basic SQL queries – application support.
• Experience in looking into code, changing configuration, analyzing if its development bug or
• product bug.
• Should know where to route tickets further and know how to manage customer escalations.

Requirements

• Bachelor’s degree in business, IT, Engineering or anything similar.
• 5-8 years of experience in a similar role in the IT Industry.
• Multitasking is your second nature, and you have a pro-active + Customer First mindset.
• Excellent verbal and written communication skills in English language.
• Outstanding customer service skills.
• Knowledge of online products/ SaaS (Software as a Service) is preferable