Customer Product Support Engineer

Role

You are responsible for the support and maintenance for Enablon customers. 

• Contribute to provide level 2 support on enterprise-wide Enablon software solutions for small and large companies in compliance with best practices and processes.

• Work closely with other analysts, project teams, IT specialists, product managers and developers, as well as customer project teams to provide the best response for existing clients’ requests.

• Directly responsible for the management of a support queue, the qualification and tracking of client requests and provision of solutions within the expected response time applicable to the client.

• May work on the solution with other Enablon teams.

• Provide additional support services such as product refreshers (short review of functionality of modules owned by the client), coordinate project audits, product presentations for premium customers.

• May also be involved in support sales for the production of feasibility assessments and estimates to meet client requirements.

• Finally, you understand and does what it takes to have a delighted customer.

• Provide level 2 support to clients

• Follow up on maintenance of client software

• Qualify and provide solutions to defects raised by clients

• Comply with Service Level Agreements defined with the clients

• Provide rigorous and timely updates to client requests

• Strive to reduce response time for support issues

• Analyze technical feasibility, and propose solutions to meet customer requirements

• Estimate changes requested by clients

• Manage enhancement requests

• Configure, test and deliver fixes and enhancement for client applications

• Deliver quality work

• Maintain documentation

• Provide additional support services for premium clients

• Develop, maintain and optimize the interactions between all the internal parties at Enablon

• Share best practice recommendations with customers, ensuring an optimal use of the software

• Manage customer expectations throughout the support period

• Comply with support processes and best practices

• Develop a image of a service of great quality and value with clients

• Ensure customer satisfaction and enhance relationship management

• Actively participate in own career development and continuous improvement

• Provide pro-active reporting to the Support Manager

• Document and share best practices and lessons learned with peers

• Collaborate with Product Managers and Developers to improve products

• 2 years of professional experience developing software

• 1 year at Enablon if hired at the Junior level

• Propose improvements to existing processes and tools

• At least a 4-year degree in Computer Science or Software Engineering

• Programming

• Proficient in at least one programming language Familiarity with HTML, CSS, JavaScript, C, C++, VB, .NET and other web technologies Knowledge of database design concepts

• Fluent in English Fluent in the local language Proficiency in French can be a plus.