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Customer Support Engineer (Contractor)

Location: USA (EST)

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About the job

As a Customer Support Engineer at Cemantica you will assist our enterprise clients with functional and technical queries, troubleshoot issues and collaborate with the R&D team to ensure timely resolution of cases.

You will also be responsible to answer customer questions, recommend solutions and guide product users through the best practices of using Cemantica.

About Cemantica

Cemantica is a leading end-to-end Customer Journey Management software leveraging CX best practice and the power of AI. Our mission is to empower organizations worldwide to achieve business transformation goals, from strategy to execution.

Our core values- passion, empowerment, innovation, and reliability - drive everything we do. As an international company with a diverse global team, we believe in putting the human element at the heart of our activities.

Joining Cemantica means embracing authenticity and individuality. We encourage you to bring your whole self to work, providing you with the freedom and confidence to excel and make a difference. If you're ready to realize your full potential and contribute to shaping the future of Customer Experience, join us on this exciting journey.

Your job responsibilities include

  • Promptly and accurately addressing customer queries via phone, email, or chat
  • Assisting customers in adopting our tools and identifying their needs
  • Offering Tier 1 and 2 technical support to customers and collaborating with the customer success team to manage customer relationships
  • Analyzing and reporting product malfunctions, troubleshooting scenarios and sharing feedback with relevant teams
  • Handling customer complaints effectively and providing timely solutions or workarounds
  • Following company policies and procedures, updating internal CRM systems with technical issue details, and ensuring customer database accuracy
  • Performing environment setup, user management and case management tasks to ensure smooth customer experiences
  • Developing and maintaining technical documentation and FAQ’s

What we are looking for

The ideal candidate will be an excellent communicator, can build trust and strong relationships with our clients, has strong technical and problem-solving skills, as well as a customer-focused mindset.

  • Fluent in English
  • Based in the US and Eastern Standard Time Zone (EST)
  • At least 3 years of experience in Technical Customer Support or a related field with a focus on SaaS enterprise solutions a must
  • Experienced with integrations and implementations of SaaS products
  • Familiarity with help desk software such as Microsoft Dynamics 365 Customer Service
  • Ability to work flexible hours to accommodate US and European customers
  • B.Sc. in Computer Science/Software Engineering or equivalent is an advantage
  • Strong verbal and written communication skills
  • Proficiency in Microsoft Office, Dynamics, Azure and CRM software
  • Experience with Microsoft Power Apps is an advantage
  • Strong ability to work both independently and collaboratively within a global remote team
  • Demonstrate a positive, customer-centric demeanor

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