Location- Ruddington, Nottinghamshire

Level - Support

Role 

Department - Customer

Working Pattern - Hybrid (three days a week in the head office)

Benefits - Benefits at Ideagen

DEI - DEI strategy

We are seeking an enthusiastic Customer Success Engineer Tier 1 to be the first point of contact for our valued customers! In this vital role, you will provide initial support and guidance, ensuring that our clients successfully leverage our products and services. If you are a problem-solver with a passion for helping others, this is the perfect opportunity for you to shine!

- First point of contact: Serve as the initial touchpoint for customer inquiries and issues, providing prompt and effective troubleshooting.  
- Ticket management:Log and track customer issues using our ticketing system, ensuring a smooth flow of communication.  
- Information gathering: Collect detailed information from customers to accurately assess and understand their challenges.  
- Resolution and escalation: Tackle basic technical issues efficiently or escalate complex cases to higher-level support when necessary.  
- Feedback and follow-up: Keep customers informed about the resolution of their queries and ensure their satisfaction with the solutions provided.

- Craft clear and concise email/chat responses that convey understanding.  
- Tune in to customer needs and concerns with empathy.

- Develop in-depth understanding of our products/services to assist effectively.  
- Comfortable using ticketing systems and customer support tools.

- Assess problems logically and formulate effective solutions.

- Relate to customer feelings and provide compassionate support.  

- Manage multiple tasks efficiently and effectively.  
- Handle queries swiftly while maintaining high-quality stand

About Ideagen

#INDMP

#LI-NOTTINGHAM