Customer Success Engineer Tier 1

About Us

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. 

Responsibilities

• 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.

Skills and Experience

• 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.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen! 

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at [email protected]. All matters will be treated with strict confidence.

#LI-HT1 #LI-Onsite #LI-Fulltime