Customer Success Engineer Tier 1

Embark on a Journey of Digital Innovation!

Imagine the thrill of expanding your professional horizons globally all while rooted in the comfort of your home country. As you join our team youll journey into uncharted territories of innovation embracing challenges that propel your career to soaring heights. Experience the excitement of collaborating with industry leaders across continents exchanging ideas and insights that redefine the boundaries of success. Your role as a Customer Success Engineer (Tier 1) encompasses owning endtoend customer issues delivering exceptional support and contributing to streamlined business processes. With every task youll shape unparalleled customer experiences and set new standards of excellence within the IT industry.

• Take endtoend ownership of customer issues including initial troubleshooting identifying root causes and resolving issues.
  
• Meet or exceed customer expectations on response quality timeliness of responses and overall customer experience.
  
• Possess sufficient product and technical knowledge to either solve complex problems or gather relevant information to escalate to Level 2.
  
• Understand key business processes supported by the Global Customer Success team.
  
• Build process or troubleshooting documentation in the support knowledge base and maintain a communication standard to keep internal stakeholders informed on support operations.
  
• Listen to and thoroughly understand what a customer is trying to achieve without presupposing or assuming answers or predetermined solutions.
  
• Document various internal processes and procedures and maintain a communication standard to keep internal stakeholders informed on support operations.
  

• BA/BS/MS in Computer Science Management Information Systems or a related discipline or relevant professional experience.
  
• Strong experience in product support supporting various business applications or related customerfacing roles.
  
• Ability to gather information and investigate initial issues.
  
• Proficient in troubleshooting from level and escalating to Tier 2 for more indepth troubleshooting.
  
• Familiarity with the concepts of HTML CSS and JavaScript.
  
• Motivated and autonomous worker with executionoriented mindset.
  
• Excellent verbal and written communication skills as well as interpersonal skills.
  
• Exceptional relationship management and customer service abilities in various forms (written live chat conference calls inperson).
  
• Genuine passion for solving customer issues and advocating for their success in a fastpaced highly technical environment.
  
• Capacity to set and manage priorities judiciously.
  
• Ability to work independently with little direct supervision and as part of a team.
  
• Capability to remain calm composed and articulate when dealing with tough customer situations.
  
• Skill in translating business needs into technical requirements.
  
• Strong analytical evaluative and problemsolving abilities.
  
• Flexibility to work in rotational shifts in a 24/7 environment across various shift patterns.
  

• Day 1 HMO coverage
  
• Temporary WFH arrangement
  
• Prime office locations with free gym access
  
• Great work culture
  
• Exposure to international clients and cuttingedge technologies
  
• Career growth opportunities
  
• Diverse and supportive environment
  
• Fun employee engagement activities
  

Our client stands at the forefront of the IT industry pioneering transformative solutions that redefine digital experiences. They specialize in composable DXP an innovative approach assembling bestofbreed solutions via APIs to deliver agile and flexible content experiences. With a global presence our client empowers organizations to break down barriers and unlock their highest potential. Their platform seamlessly integrates a headless CMS with fullstack automation and a builtin Marketplace offering unparalleled functionality and choice. Join our client in shaping the future of digital storytelling and connecting with audiences worldwide.

Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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