Customer Support Engineer
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.
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]