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Form of workJob Description
POSITION SUMMARY
The Technical Engineer is an integral part of the Global Customer Success Team. Provide customer support by skillfully and efficiently answering questions on function and usage of our products, deploying Minitab solutions, and working closely with various cross-functional teams to improve the functionality and usability of our products on behalf of our customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer Support:
- Provide assistance to customers, prospective customers, Minitab staff, and partners regarding basic installation, licensing, product use and capabilities, and system requirements.
- Improve the effectiveness of Customer Success department by identifying roadblocks while looking for opportunities to improve departmental processes.
- Perform call support research, respond to, and accurately resolve customer cases ranging from low to high complexity in a timely manner.
- Capture and record customer interaction, maintain customer records and information including suggestions for improvements and modifications in appropriate Minitab systems.
- Partner with Senior Technical Engineers to assist in Single Sign On implementations for customers.
Deployment and Services Delivery:
- Partner with Leadership to ensure deployment of products and services using the following understanding are:
- Completed according to our process.
- Documented appropriately.
- Completed in a timely manner and on budget as part of our Customer Engagement Lifecycle.
- During execution of services track work hours by type of activity using the appropriate systems.
- Partner with Leadership to enhance, when necessary, deployment methodology, process, and customer experience to allow for maximum ROI for our customers.
Cross Functional Operations:
- Engage in Enablement Process in conjunction with Research and Design and Software Development teams to communicate feedback on roadmaps, enhancements, and new products in a timely fashion.
- Represent the voice of the customer on cross-functional teams.
- Liaise with Sales where expertise is required.
- Participate in cross-functional and process team meetings; where applicable.
EDUCATION, KNOWLEDGE, AND EXPERIENCE
- Bachelor's degree in Computer Science, Information Systems, or closely related discipline or equivalent experience.
- 1 to 3 years' experience in a Customer Success Support role or closely related position is required.
- Experience with at least one computer programming language, for example Python, R, SAS, Java, C#, MySQL, JavaScript, PHP is a plus.
- Experience understanding API Documentation and general knowledge of various API languages is highly desirable.
- Working knowledge of computer processes including programming, server systems, and networking is preferred.
- Experience supporting enterprise applications.
- Experience working in a team-oriented, collaborative environment.
- A focus on outcomes and able to drive team goals to align with company goals.
- Exposure to the daily activities carried out by Customer Success functions beneficial, but not essential. This includes but is not limited to handling customer cases and working cross functionally to solve customer problems.
- Strive for constant progress and provide a continual evaluation of processes and procedures.
QUALIFICATIONS, SKILLS, AND ABILITIES
- Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning.
- Ability to communicate technical requirements and other technical information accurately and efficiently, both verbally and in writing.
- Ability to schedule and lead conference calls while having the correct resources involved to meet the customer's needs.
- Strong computer literacy skills with the ability to understand the technical aspects of software and its functions.
- Strong documentation skills.
- Ability to learn quickly in a fast-paced environment and balance multiple priorities.
- Analytical problem solver with the ability to use conventional and unconventional methods for problem identification and resolution.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
- Ability to effectively prioritize and execute tasks in a high-pressure environment and effectively use time and resources to accomplish support group operations.
- Highly self-motivated, self-directed, and attentive to detail.
- Flexibility to changes in schedule, responsibilities, or role based on customer requirements.
- Work comfortably and respectfully across diverse cultures and customs.
- Ability to speak, read, write, and understand the English language.
- Ability to speak, read, write, and understand the Spanish language is highly desirable.
Minitab requires an employee starting in this position to be fully vaccinated against COVID-19. This position requires that the successful candidate provide proof of full vaccination before commencing employment. Minitab is an equal opportunity employer.
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