Customer Support Engineer

hace 4 días

San José, Costa Rica Appvance.ai A tiempo completo

**About the Role**:
To further accelerate, Appvance is seeking an experienced Customer Support Engineer to join our Customer Success Team. You will be responsible for day-to-day technical interactions with our most high-visibility clients and partners. A major function of this role is collaborating with Development and Services teams to ensure delivery of client needs on a timely basis. You're an excellent fit for us if you see yourself as an extension of the client’s own team, and you are highly organized, detail-oriented, collaborative, and think quickly on your feet. This is an excellent job for anybody looking for career growth opportunities in Customer Support

**What you will be doing**:

- Technical point of contact throughout the customer lifecycle (post sales).
- Understand customer requests, recommend solutions, drive Service and Development teams to deliver, facilitate customer implementation, and verify successful outcomes.
- Ensure the customer derives the promised business value from our software and services solutions.
- Assist in the onboarding of the customer following the Appvance structured process.
- Ensure customer stated success criteria are met.
- Drive customer happiness metrics for satisfaction and loyalty.
- Constantly innovate and improve processes and procedures and drive friction out of all customer interactions.

**About you**:

- 2+ years of Technical Customer Support experience.
- Knowledge of how Web
- and Mobile-based apps are developed.
- Excellent communication skills in English and interpersonal skills with good negotiation tactics.
- Ability to create and implement processes, policies, and procedures for Customer Success.
- Excellent time management skills with a proven ability to meet deadlines.
- Proficient with or the ability to quickly learn modern project management tools.
- Passion for learning new technology and evangelizing to others.

**Bonus if you have the following**:

- Detailed knowledge of the underlying Web
- and Mobile-based architectures
- Understanding of test automation, machine learning and AI-concepts
- Bachelor’s degree in computer science or related field

This is a hybrid role with 2 days a week in the office.

Appvance is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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