Customer Support Engineer

| Austin

SparkCognition is a global leader in cognitive computing analytics. A highly awarded company recognized for cutting-edge technology, SparkCognition develops AI-Powered cyber-physical software for the safety, security, and reliability of IT, OT, and the IIoT. Our technology is capable of harnessing real time sensor data and learning from it continuously, allowing for more accurate risk mitigation and prevention policies to intervene and avert disasters.

In 2017, we won the #1 fastest growing startup in Austin from the Austin Business Journal.

We are looking for an experienced Customer Service Engineer to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Essential Functions

Improve customer service experience, create engaged customers and facilitate organic growth

Develop service procedures, policies and standards

Keep accurate records and document customer service actions and discussions

Analyse statistics and compile accurate reports

Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

Keep ahead of industry developments and apply best practices to areas of improvement

Control resources and utilize assets to achieve qualitative and quantitative targets

Maintain an orderly workflow according to priorities 

Education and Experience

Experience in providing customer service support

Excellent knowledge of management methods and techniques

Proficiency in English

Working knowledge of customer service software, databases and tools

Awareness of industry’s latest technology trends and applications

Ability to think strategically and to lead

Strong client-facing and communication skills

Advanced troubleshooting and multi-tasking skills

Customer service orientation

BS degree in Business Administration or related field

SparkCognition is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]

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Location

4030 W Braker Lane, Austin, TX 78759
4030 W Braker Lane, Austin, TX 78759
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