Customer Success Center Engineer

NWN; United States; Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Unlimited PTO

Hybrid/remote work

401(k) with company match

Health, dental, vision plans

Employee discounts

Job summary

NWN is seeking several Customer Success Center Engineers to join our team. These full-time roles require strong communication, reliable internet, and a customer-focused approach to desktop, VPN, and software support.

You will triage, intake, and resolve issues across multiple channels while maintaining high service levels. Responsibilities include rapid outage response, case creation, and collaboration with client IT staff to ensure seamless desktop services.

Qualifications

• Associates degree or IT diploma required or recent IT graduate.
• Progress toward or completion of CompTIA A+ or Microsoft Fundamentals certification preferred.
• Experience leveraging partnerships with Cisco/Avaya/Microsoft/HP to support customers.

Responsibilities

• Provide case creation and triage for all incoming events.
• Deliver first-call resolution and quick customer issue handling via phone, chat, and portal.
• Diagnose end-user hardware/OS/software issues and provide timely support.
• Maintain knowledge base and assist in updating policies and procedures.
• Collaborate with IT staff within client organizations to coordinate desktop support.

Skills

Customer focus

Multi-tasking

Strong communication

Team collaboration

Problem solving

Adaptability

Time management

Education

Associates degree or IT diploma

IT technical school graduate

Tools

Cisco

Avaya

Microsoft

HP

Job description

Company Overview

NWN is the leading AI-powered technology solutions provider for North America’s most innovative public and private organizations. For more than 30 years, NWN has helped over 6,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions.

The company’s proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients’ most demanding technology needs. NWN is a high-performance, high-integrity team of 1,200+ experts committed to a customer-obsessed culture, earning an 80+ Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a ‘Best Place to Work’ with an 80+ Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

NWN is looking for several Customer Success Center Engineers to join our team. These roles are full time with full benefits; great communication skills, along with reliable internet, are required!!

The Customer Success Center Engineer role provides multi-faceted support to NWN Customer Success Center clients/end users in an Information Technology Service Desk capacity. The role is primarily responsible for intake of customer issues/problems through a variety of channels, which include phone, e-mail, NWN's EMP web portal and chat. These issues/problems include a variety of desktop technologies including hardware, operating systems, printing, applications and VPN technologies. This role is focused on rapid response to outages, intake, case/incident creation and first call resolution thereby delivering the best customer experience.

• Provides case creation and triage for all incoming events.
• Adheres to customer defined operating processes & procedures policies/knowledge base articles.
• Provides technical support in the area of desktop services in a timely fashion.
• Diagnose and resolve technical issues associated with end user devices and/or software using authorized tools.
• Must be able to handle multiple concurrent tasks with minimal supervision.
• Provides feedback to Team Leads identifying opportunities to improve the quality and value for our clients.
• Build relationships with IT staff within our customer base to coordinate seamless support of desktop services.
• Ability to work in a high energy environment with constantly shifting priorities.
• Keep current with industry trends and understand the impacts of the changes on the NWN customer base.
• Works independently and escalates as appropriate on the customers’ behalf.
• Follow the prescribed NWN process for time recording within the Customer Success Centers phone system.
• Troubleshoot/resolve end-user issues via phone, chat, and remote management tools.
• Strive to close cases through a First Call Resolution within dictated Service Level Agreements.
• Collaborate with fellow employees and customers in sharing issue resolutions by updating policies, procedures and knowledge base articles.
• Experience in an environment that utilizes the chat function.
• Travel may be required.
• Perform other duties as directed.

Additional job responsibilities include, but are not limited to:

• Demonstrated understanding of common information architecture frameworks.
• Offers ideas and suggestions to support achievement of goals.
• Other responsibilities as assigned.

Qualifications

• 3 months - 2 years of work experience or a recent graduate from an IT Technical School or receipt of an Associates' Degree.
• Certifications: progress toward or completion of a CompTIA A+ or Microsoft Fundamentals certification.
• Take advantage of partnerships with Cisco, Avaya, Microsoft, HP and other major partners to enrich skillsets to best support our customers.
• Able to work independently and successfully in team environment.
• Strong oral and written communication skills.
• Strong interpersonal skills.
• Ability to multi-task, particularly with regard to chat.
• Understanding of basic Windows, Macintosh and other operating systems and desktop hardware.
• Able to present point of view to gain support from team and/or management.
• Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
• Manage different audience needs with a customer-focused orientation.
• Good problem-solving skills and analytical skills.
• Ability and desire to quickly learn new technologies and concepts.
• Effective at building trust in relationships with peers, clients, and management.
• Ability to think strategically and act tactically.
• Ability to work a flexible work schedule including nights and weekend shifts.

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work.

• medical, dental, and vision plans
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• income protection through disability and life insurance
• a 401(k) with company match

Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP).

• unlimited PTO
• paid company holidays
• hybrid/remote work
• paid bonding leave for eligible employees
• employee discounts
• access to our Employee Assistance Program (EAP)

Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles.

• accident
• critical illness
• long-term care
• hospital indemnity coverages
• legal and identity theft protection
• pet insurance
• supplemental life insurances
• referral bonuses
• charitable donation matching
• allowances for eligible roles

Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.