Customer Success Engineer Tier 1

Location - Clark Freeport Zone, Pampanga, Philippines

Department - Customer

Function - Customer Support

Working Pattern - Onsite

Benefits - Benefits at Ideagen

Salary - this will be discussed at the next stage of the process, if you do have any questions, please feel free to reach out

We’re looking for a Customer Success Engineer (Tier 1) to be the first point of contact for our customers. In this role, you’ll provide quick, effective support to help customers get the most out of our products. You’ll troubleshoot basic technical issues, respond to support tickets, and guide customers through solutions that enhance their experience and success.

• First Point of Contact:
  
  • Addressing customer inquiries and issues, providing initial troubleshooting.
• Ticket Management:
  • Logging and tracking customer issues using a ticketing system.
• Information Gathering:
  • Collecting detailed information from customers to accurately understand their problems.
• Resolution and Escalation:
  • Resolving basic technical issues or escalating complex cases to higher-level support.
• Feedback and Follow-up:
  • Providing feedback to customers on their queries and ensuring satisfactory resolution.

• 1-2 years of experience in similar positions such as technical support, helpdesk representative, desktop support, IT service management preferred.
• Proficient in ticketing management tools an advantage.
• Strong analytical and problem-solving skills.
• Creative approach to finding solutions.
• Excellent customer service orientation with empathy and patience.
• Effective time management and multitasking in a fast-paced environment.