Customer Support Engineer
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Neocase Software is an international SaaS provider of innovative software for Human Resource Management and Finance. At Neocase, we're bringing our SaaS solution to HR Employee Relationship Management and Shared Service Centers throughout North America and the World.
Our solutions are used by more than 5 million employees worldwide, most of them in major international accounts. Support the expansion of Neocase in North America and join a passionate, dynamic and innovative team!
SUMMARY: Ensure high customer satisfaction by skillfully managing client leadership and stakeholder communications related to issue backlog and enhancement request submissions. Candidate should be able to provide high quality support across multiple clients with concurrent service needs.
DUTIES AND RESPONSIBILITIES:
Be customer centric oriented
Communicate with client stakeholders throughout every stage of the client relationship to address the needs of high profile customers
Identify opportunities to help customers increase autonomy with Neocase products and leverage service offerings where appropriate
Prioritize service actions across multiple clients using high-level analytic skills to resolve problems and escalate urgent issues as needed
Meet contractual SLA to customers through proactive management to achieve a high level of client satisfaction
Lead or actively participate in weekly, quarterly, and annual client meetings, representing Neocase Customer Support
Provide product guidance to customers developing processes and content to support their growth and continued success
Customer service and technical acumen
Reach and maintain a high level of Neocase product expertise
Provide expert analysis on customers issues
Engage with multiple internal experts to ensure the quick resolution of customer needs
Schedule, monitor and deliver small projects (configuration changes, code changes, etc.)
Participate in an on-call rotation for critical issues during holidays and weekends
Perform issue analysis, troubleshooting and develop deep client use case knowledge within Neocase hosted environments
Provide clients with supplemental documentation to increase system adoption and autonomy
Contribute to improve procedure documentation and internal knowledge resources
Participate in internal processes and procedures documentation
Actively contribute to the evolution of the customer support process to ensure the highest quality of service
Additional duties and responsibilities
Perform other duties as assigned by manager
QUALIFICATIONS:
Excellent client-facing skills
Excellent written and verbal communication skills
Excellent organizational and time management skills
Strong problem-solving skills
Work experience with software publisher preferred (especially in SAAS environment)
Basic to Intermediate proficiency in SQL, PowerShell and/or Batch
Working familiarity with Web technologies (JavaScript, HTML, XML, CSS, etc.) preferred
Working familiarity with REST API preferred
Knowledge in Neocase product or core HR system preferred
Anticipated travel for this position is 10% or less.