Customer-Centric Support Engineer (Hybrid)

Northwestern Mutual; Franklin (WI); Sur place; USD 61 000 - 91 000; Plein temps

Résumé du poste

Northwestern Mutual in Wisconsin (Franklin) is seeking a customer-focused technical support professional to help customers troubleshoot and resolve routine incidents across our technology products and services in a defined domain.

You will document incident details, follow established processes, collaborate with team members, escalate when appropriate, and use knowledge bases and troubleshooting tools to provide clear solutions and a positive customer experience.

Qualifications

• Associate or bachelor’s degree in computer science, information technology, MIS, or related field, or equivalent training.
• Or a focused IT training program or related certification.
• Customer-centric mindset with a passion for learning and technical/business knowledge.

Responsabilités

• Follow customer support processes to open and resolve incidents and requests.
• Document incident details including issue, goal, type, application, updates, and resolution notes.
• Collaborate with teammates to link incidents to problem records and escalate when needed.
• Respond to inquiries and provide prompt solutions to technical issues.
• Use knowledge bases and troubleshooting tools to provide solutions or workarounds.
• Maintain professional and empathetic communication with customers.

Connaissances

Interpersonal skills

Self-motivated

Customer support

Technical aptitude

Problem solving

Written communication

Formation

Associate or bachelor's degree in computer science, information technology, MIS, or related field

Focused IT training program or related certification

Description du poste

Northwestern Mutual in Wisconsin (Franklin) is seeking a customer-focused technical support professional to help customers troubleshoot and resolve routine incidents across our technology products and services in a defined domain.

You will document incident details, follow established processes, collaborate with team members, escalate when appropriate, and use knowledge bases and troubleshooting tools to provide clear solutions and a positive customer experience.