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Customer Support Engineer

We are looking for an experienced Customer Service Engineer to provide excellent customer service and to promote this idea throughout the organisation. The goal is to enable a scalable approach to enterprise product support, that will increase customer satisfaction, retention, and adoption of SparkCognition’s AI products.

Responsibilities:

  • Deliver customer on-boarding and training as required
  • Resolve customer issues independently, where possible
  • Report and monitor engineering bugs to the appropriate parties, when issues can not be resolved
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry developments and apply best practices to areas of improvement
  • Maintain an orderly and efficient workflow according to priorities

Qualifications

  • 2+ years experience in providing customer service and troubleshooting support for technical software
  • 2+ years experience remotely deploying and managing enterprise software
  • Familiarity with concepts of cyber security and data science approaches
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and prioritize competing tasks
  • Strong client-facing communication skills in English
  • Basic programmatic scripting and API interface knowledge
  • BS degree in business administration, software, IT or engineering in a related field

SparkCognition is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. If you need assistance or an accommodation due to a disability, you may contact us at accommodations@sparkcognition.com

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