Tridion DX Support Engineer
Purpose of Role
The Customer Support Engineer (CSE) applies deep technical and customer support experience to deliver high-quality support services and programs that achieve excellent customer satisfaction.
The CSE builds strong credibility with customers, partners and internal stakeholders through superior customer service skills and technical know-how.
Key Responsibilities :
Effectively and efficiently supports customers on a variety of products by providing advice and guidance on the use of products and resolving issues
Provides real-time response resolution to customer support inquiries for both on-premise and Cloud customers
Interacts with customers over the phone, via e-mail, and in online support sessions, using a structured approach to problem-solving
Independently manages and prioritizes workload to achieve deadlines and KPIs.
Maintains support case status, including root cause, within the support case management system
Exercises independent judgement in selecting troubleshooting methods and techniques for bringing issues to resolution
Applies deep customer service and product skills to quickly determine the nature of the customer issue and identify an appropriate course of action.
For example : user errors vs. technical issues
Ensures continuous monitoring / follow-up of customer issues until they are resolved, collaborating with other product support engineers (SDL TMS, SDL WorldServer, SDL Language Cloud) to resolve cross-product issues
Escalates issues and involves others where needed to achieve a successful resolution.
Improves customer service by contributing to knowledge management resources, identifying and communicating software defects and / or enhancements to product development, and identifying new information that would be helpful to customers
Proven track record in multi-tasking, working under pressure and meeting customer SLAs on an ongoing basis
Ability to work both independently and as part of a team
Demonstrated concern in taking action for meeting and exceeding customers’ expectations and requirements.
Proven commitment to learning and development by proactively seeking and acting upon opportunities to grow new capabilities, experience, skills, and knowledge.
Good knowledge of Microsoft Windows platforms (Windows Server 2012, 2016, etc.)
Experience with SQL Server queries and commands
Knowledge of common applications and file formats (DOCX, RTF, PPTX, XLSX, HTML, XML, etc.)
Excellent verbal and written communication skills in English, with the ability to effectively communicate complex technical issues to technical and non-technical users
General Knowledge of two or more of the following : XML, Windows Server Administration, SQL Server, SQL query language, PowerShell, Networking, Web Debugger, Fiddler, Packet analyzers, or other web-related technologies