PROS is leading the shift to modern commerce, helping competitive enterprises create a personalized and frictionless experience for their customers. Powered with Dynamic Pricing Science, PROS solutions make it possible for companies to price, configure and sell their products and services with speed, precision and consistency across all sales channels. Our customers lead their markets across more than 10 sectors, and benefit from 30 years of accumulated knowledge and data science infused into our purpose-built solutions. PROS drives more than 200 million prices and 1.7 billion forecasts every day for enterprises in more than 30 industries around the globe. Our mission is to help companies and the people who work for them outperform. To learn more, visit pros.com.
A Day in the Life of a Customer Support Engineer at PROS:- Provide first contact support for customers via Service Desk and other online applications
- Quickly and efficiently triage client requests, escalating issues to Product and Engineering teams as needed based on diagnosed Priority level
- Diagnose incidents through product expertise and troubleshooting skills to resolve as many issues as possible via First Call Resolution (FCR)—without the need for escalation
- Generate service desk tickets as required on behalf of internal or external stakeholders, documenting change requests or incidents with sufficient details as outlined in the related process documentation
- Manage customer ticket queues ensuring all Service Level Agreements are met, customers are kept up to date on requests, and tickets are resolved expeditiously
- Demonstrate exceptional customer service skills to exceed customers’ expectations and minimize escalations by taking ownership of customer reported issues
- Assist customers with Content Management System updates, settings, and configurations
- As a “super user,” educate customers on best practices and proactive solutions for optimized product performance
- Maintain knowledge base for customer-facing FAQs based on commonly reported issues and questions
- Foster continuous learning by participating in regularly scheduled Product and Processes learning sessions
We are looking for candidates who possess the rare combination of the following achievements, skills and behaviors:
- Associate degree (or higher) OR 3+ years of professional work experience
- Proficient English language skills (spoken & written) is a must
- At least 1+ years of prior B2B customer service experience
- Experience with web content management systems (CMS)
- Excellent troubleshooting and problem-solving skills
- Experience using JIRA Service Desk preferred
- ITIL v4 Foundation Certification preferred
- Experience with Postman test tool
- Ability to read JSON files and SQL language
- Advanced skills to write HTML and build CSS for a brand new page
- Professional experience in the travel industry
- Any Programming languages knowledge
- Enthusiasm and proactivity combined with eagerness to learn
- Strong work ethic & outstanding organizational skills
- High detail-orientation & emphasis on diligence
- Strong team player
- Excellent communicator (with internal teams and customers)
PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.
This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.
Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.
Why PROS?PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.
This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.
Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.
Work Environment:Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
Top Skills
What We Do
PROS (NYSE: PRO) provides AI-based solutions that power commerce in the digital economy. Using artificial intelligence, PROS accelerates customers' ability to embrace digital selling and eCommerce channels. With predictive and prescriptive guidance, companies are enabled to dynamically price, configure and sell their products and services across all channels with speed, precision, and consistency. PROS customers, who are leaders in their markets, benefit from decades of data science expertise infused into our industry solutions. To learn more, visit pros.com
