Customer Success Center Engineer

Carousel Industries • Exeter, RI

231d • Remote

About The Position

NWN Carousel is looking for several Customer Success Center Engineers to join our team. These roles are full time with full benefits; great communication skills, along with reliable internet, are required!! The Customer Success Center Engineer role provides multi-faceted support to NWN Carousel Customer Success Center clients/end users in an Information Technology Service Desk capacity. The role is primarily responsible for intake of customer issues/problems through a variety of channels, which include phone, e-mail, NWN Carousel's EMP web portal and chat. These issues/problems include a variety of desktop technologies including hardware, operating systems, printing, applications and VPN technologies. This role is focused on rapid response to outages, intake, case/incident creation and first call resolution thereby delivering the best customer experience.

Requirements

• 3 months - 2 years of work experience or a recent graduate from an IT Technical School or receipt of an Associates' Degree.
• Certifications: progress toward or completion of a CompTIA A+ or Microsoft Fundamentals certification.
• Able to work independently and successfully in team environment.
• Strong oral and written communication skills.
• Strong interpersonal skills.
• Ability to multi-task, particularly with regard to chat.
• Understanding of basic Windows, Macintosh and other operating systems and desktop hardware.
• Able to present point of view to gain support from team and/or management.
• Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
• Manage different audience needs with a customer-focused orientation.
• Good problem-solving skills and analytical skills.
• Ability and desire to quickly learn new technologies and concepts.
• Effective at building trust in relationships with peers, clients, and management.
• Ability to think strategically and act tactically.
• Ability to work a flexible work schedule including nights and weekend shifts.

Responsibilities

• Provides case creation and triage for all incoming events.
• Adheres to customer defined operating processes & procedures policies/knowledge base articles.
• Provides technical support in the area of desktop services in a timely fashion.
• Diagnose and resolve technical issues associated with end user devices and/or software using authorized tools.
• Must be able to handle multiple concurrent tasks with minimal supervision.
• Provides feedback to Team Leads identifying opportunities to improve the quality and value for our clients.
• Build relationships with IT staff within our customer base to coordinate seamless support of desktop services.
• Ability to work in a high energy environment with constantly shifting priorities.
• Keep current with industry trends and understand the impacts of the changes on the NWN Carousel customer base.
• Works independently and escalates as appropriate on the customers' behalf.
• Follow the prescribed NWN Carousel process for time recording within the Customer Success Centers phone system.
• Troubleshoot/resolve end-user issues via phone, chat, and remote management tools.
• Strive to close cases through a First Call Resolution within dictated Service Level Agreements.
• Collaborate with fellow employees and customers in sharing issue resolutions by updating policies, procedures and knowledge base articles.
• Experience in an environment that utilizes the chat function.
• Perform other duties as directed.

Benefits

• Medical, dental, and vision plans.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• Income protection through disability and life insurance.
• 401(k) with company match.
• Unlimited PTO.
• Paid company holidays.
• Hybrid/remote work.
• Paid bonding leave for eligible employees.
• Employee discounts.
• Access to our Employee Assistance Program (EAP).
• Accident, critical illness, and hospital indemnity coverages.
• Legal and identity theft protection.
• Pet insurance.
• Supplemental life insurances.
• Referral bonuses.
• Charitable donation matching.
• Allowances for eligible roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Electrical Equipment, Appliance, and Component Manufacturing
• Education Level: Associate degree