Support Engineer

Northwestern Mutual•Franklin, WI

5d•Hybrid

About The Position

Provide domain-specific technical help to our customers. Help with troubleshooting and resolving routine customer-facing incidents and requests related to specific technology products and services in a domain.

Requirements

Associate or bachelor’s degree in computer science, information technology, management information systems, or related field; or a focused training program specific to information technology; or direct work experience
Have a customer-centric mindset and a passion for learning and building on core technical and business knowledge.
Strong interpersonal skills both verbally and written.
Self-motivated and able to succeed in collaborative environment
Technical aptitude and general business aptitude.
Proficient in technical skills for the role.
Able to logically analyze and solve customer technology issues.
Experience in a customer support role that was either technical or non-technical.

Responsibilities

Follow customer support processes and best practices to open and resolve customer incidents and requests.
Properly documents incident details including customer perceived issue, customer goal, incident type, business application, work updates, and resolution notes.
Collaborates with team members to link the incident to problem records.
Respond to customer inquiries and provide prompt solutions to their technical issues.
Help customers in a professional and empathetic manner.
Analyze and diagnose common or routine issues.
Effectively use knowledge bases and provided troubleshooting tools to provided solutions or workarounds.
Shows foundational technical knowledge and business acumen of the applications and services supported.
Finds recurring customer-facing trends and pain points in the incidents they work on and collaborates with team members to follow the problem management process.
Understands the roles and responsibilities of different support levels and knows when to elevate incidents.