Senior Customer Success Engineer

Bengaluru, Karnataka, India Full-time

Whatfix is disrupting the way Application Support and Learning content is consumed by providing Contextual and Interactive Walk Throughs inside enterprise applications at the exact time a task is being performed.  

 

We provide enterprises with a Software Platform that allows them to create Interactive Guides or Flows that sit as an overlay inside any web application.  Flows are Contextual - appear based on where you are in the application (location) and who you are (role).  Optimal performance and adoption of any web application is attained when there is easy access to Contextual Information - inside the application at the time a task is being performed.

 

Job Description

The Senior Customer Success Engineer role is an integral part of Whatfix’s commitment to an exceptional customer experience throughout the client’s lifecycle. This role is responsible for providing technical support to Whatfix customers. In addition to researching and resolving problems and issues, in conjunction with Software environments, Senior Customer Success Engineers interface with other team members and customers. Often serving as an escalation point for support, they may also travel to customer sites as needed.

 

Responsibilities:

  • Determine methods and procedures on new assignments.
  • Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
  • Day-to-day issue resolution and support for a variety of business systems
  • Take ownership of and follow-through with all priority customer incidents.
  • Participate in team-based resolution and cross-training for information sharing.
  • Manage assigned escalated tickets from inquiry to resolution.
  • Exercise judgement in selecting methods, techniques and evaluation criteria for obtaining results.
  • Effectively work on multiple projects simultaneously.
  • Work collaboratively with the project manager and project team to deliver projects on time, on budget, on schedule.
  • Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
  • Work with Engineering team to expedite incident resolution and ensure seamless delivery of support service to customers.
  • Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
  • Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross-training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
  • May create KB articles and documents using the Knowledge-Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
  • Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand the issue, its resolutions, and means for prevention.
  • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
  • Observe trends with technical issues and recommend improvements to the design, documentation or implementation.
  • May be required to design solutions and prepare design specifications.



Required Skills:

  • Typically requires a minimum of 5 years of related experience with a Bachelor’s degree or Master’s degree or equivalent experience. 
  • Proven hands-on work experience with HTML, CSS, and JAVASCRIPT
  • Experience working with multiple stakeholders in the problem-solving environment is preferred.

 

Qualifications:

  • Strong understanding of web technologies concepts and architecture.
  • Excellent time management and organizational skills, requiring minimal supervision.
  • Excellent verbal and written communication skills.
  • Strong analytical problem solving and decision-making skills.
  • Ability to work efficiently and independently and do whatever it takes to get the job done.
  • Ability to handle difficult or sensitive situations with diplomacy and tact.
  • Track record in providing outstanding customer service.
  • Ability to travel to customer sites as required.

 

If you are determined to give your best every day and you are seeking an opportunity to work with an amazing group of people, then apply online today!

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

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