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Nintex is the global standard for process management and automation. Today more than 10,000 public and private sector organizations across 90 countries turn to the Nintex Platform to accelerate progress on their digital transformation journeys by quickly and easily managing, automating and optimizing business processes. Learn more by visiting www.nintex.com ...
About the Role:
The Customer Support Engineer I is responsible for providing outstanding technical support focused on the overall success of Nintex’s customers and partners. They will collect all relevant data required to effectively troubleshoot and understand how the customer is using our products. They will ensure that all Service Level Agreements are met, and that each customer has a positive experience with each contact.
Your contribution will be:
Technical Support and Product Expertise: Using the company CRM, Phone or Chat, interact with external customers and partners to resolve all technical issues with Nintex’s products and environments where Nintex products are deployed. The role is required to use company and third-party training sites to grow knowledge and stay at the forefront of software technology stacks used by Nintex and its customers and become a subject matter expert.
Customer Engagement and Ambassadorship: The customers must be the central focal point in all interactions, and the role will act as the voice of the customer in all interactions ensuring all defined SLAs are adhered to ensure their continued success. In this role you must “know your customer”, be able to identify the customer’s technical ability, and customize messaging to ensure the customer has a clear understanding of what is being conveyed to them. The role will anticipate follow-up questions and provide additional documentation to proactively answer ancillary questions or future issues.
Replications and Knowledge Base: Use company virtual machines and tools to replicate complex customer scenarios, confirm whether behavior is unique to Nintex and document all results into defined Nintex department. On completion of all cases, the role will participate in knowledge base creation for internal and external consumption to reduce future in-bound case volume and same case issues.
Team success: Customer success starts with great teammate success. The role will take part in all team meetings sharing ideas and knowledge to grow the effectiveness of the overall global support department. The role must take equal ownership of periodic out of hours on call availability.
To be successful we think you need:
How we operate:
Our day-to-day is guided by three core tenets that help us work collaboratively, effectively, and respectfully in a way that allows us to ideate, and improve, together.
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