Customer Success Engineer Tier 1

Ideagen; East Midlands; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the software industry is looking for a Customer Success Engineer Tier 1 to provide initial support and guidance to customers. In this hybrid role, you will ensure clients effectively leverage the company's products and services, tackling issues and ensuring satisfaction. If you are a problem-solver with a passion for helping others, this is the perfect opportunity for you.

Qualifications

• Craft clear email/chat responses.
• Develop understanding of products/services.

Responsibilities

• Serve as the initial touchpoint for customer inquiries.
• Log and track customer issues using ticketing system.
• Keep customers informed about query resolutions.

Skills

Problem Solving

Empathy

Communication

Multi-tasking

Tools

Ticketing Systems

Customer Support Tools

Job description

Role Purpose

Location: Ruddington, Nottinghamshire

Level: Support

Role: Customer Success Engineer Tier 1

Department: Customer

Working Pattern: Hybrid (three days a week in the head office)

Benefits: Benefits at Ideagen

DEI: DEI strategy

We are seeking an enthusiastic Customer Success Engineer Tier 1 to be the first point of contact for our valued customers! In this vital role, you will provide initial support and guidance, ensuring that our clients successfully leverage our products and services. If you are a problem-solver with a passion for helping others, this is the perfect opportunity for you to shine!

Responsibilities

• Serve as the initial touchpoint for customer inquiries and issues, providing prompt and effective troubleshooting.
• Log and track customer issues using our ticketing system, ensuring a smooth flow of communication.
• Collect detailed information from customers to accurately assess and understand their challenges.
• Tackle basic technical issues efficiently or escalate complex cases to higher-level support when necessary.
• Keep customers informed about the resolution of their queries and ensure their satisfaction with the solutions provided.

Skills and Experience

• Craft clear and concise email/chat responses that convey understanding.
• Tune in to customer needs and concerns with empathy.
• Develop in-depth understanding of our products/services to assist effectively.
• Be comfortable using ticketing systems and customer support tools.
• Assess problems logically and formulate effective solutions.
• Relate to customer feelings and provide compassionate support.
• Manage multiple tasks efficiently and effectively.
• Handle queries swiftly while maintaining high-quality standards.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day — from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. When you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those who make our lives safer and better. Every day, millions of people are kept safe using Ideagen software. We have offices worldwide, including in America, Australia, Malaysia, and India, with diverse and exciting roles.

What is next?

If your application meets the role's requirements, our Talent Acquisition team will contact you to guide you through the next steps.

To support a flexible and inclusive process, please inform us if you require reasonable adjustments by contacting [e-mail]. All matters will be handled confidentially.

At Ideagen, we value work-life balance and welcome candidates seeking flexible arrangements. Please let us know during your application if this applies to you. Join us to enhance your career and help make the world a safer place!

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