Location - Hyderabad, India

Department - Customer Success

Level - Support role 

Working Pattern - Work from office.

Benefits - Benefits at Ideagen

DEI - DEI strategy

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

Ideagen is seeking a dynamic Customer Success Engineer Tier 1 who is responsible for providing initial support and guidance to customers, ensuring they successfully utilize our products and services. This role involves troubleshooting basic technical issues, responding to customer support tickets, and guiding customers through solutions that enhance their overall experience.

• 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.

• Communication Skills Verbal communication: Clarity, tone, and articulation.
• Written communication: Clear and concise email/chat responses. Active listening: Understanding customer needs and concerns.
• Technical Knowledge Basic troubleshooting: Understanding common technical issues and fixes.
• Product knowledge: In-depth understanding of the company's products/services.
• Software proficiency: Familiarity with ticketing systems and customer support tools.
• Problem-Solving Skills Analytical thinking: Assessing problems logically.
• Creativity: Finding innovative solutions to unique challenges.
• Customer Service Orientation Empathy: Understanding and sharing customer feelings.
• Patience: Handling difficult customers calmly.
• Customer focus: Prioritizing customer satisfaction.
• Time Management Prioritization: Managing multiple tasks effectively.
• Efficiency: Handling queries swiftly without compromising quality.

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.

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 recruitment@ideagen.com. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process.

Enhance your career and make the world a safer place!