Customer Success Engineer

2 weeks ago

Atlanta, Georgia, United States AMP Full time

Position Overview:

This is an in-office role based in Atlanta, requiring candidates to be eligible to work in the United States without the possibility of visa sponsorship.

Company Background:

AMP stands at the forefront of technology, delivering innovative solutions tailored for car wash operators nationwide. Our offerings encompass advanced software solutions, including customized mobile membership applications, administrative dashboards, and interactive kiosks. These tools empower our clients to harness customer data in unprecedented ways within the car wash sector.

Role Summary:

We are on the lookout for a driven, analytical, and customer-focused individual to join our Support Engineering team as a Support Engineer. In this capacity, you will play a pivotal role in ensuring our clients receive exceptional support, addressing their inquiries, diagnosing issues through error log analysis, and crafting user-friendly documentation. Your collaboration with customers will be essential in providing tailored support, onboarding assistance, and proactive solutions to maximize their experience with our products.

Key Responsibilities:

Customer Engagement:

  • Act as the primary liaison for customer inquiries, managing issue resolution and escalation processes. Build trust and loyalty among clients by delivering exceptional support through our app and associated systems.

Issue Diagnosis:

  • Utilize various systems to identify both known and emerging error types, resolving issues that affect user experience. Recognize patterns and anomalies, and analyze error codes and timestamps to determine root causes.

Documentation and Reporting:

  • Maintain comprehensive records of error logs, investigations, and resolutions. Develop internal documentation for common error scenarios and their solutions, sharing insights with team members to enhance system reliability.

Product Knowledge:

  • Acquire in-depth knowledge of our applications and their features. Stay informed about the latest product updates and enhancements, effectively communicating product functionalities and benefits to customers.

Training and Resources:

  • Develop and refresh customer-facing documentation, FAQs, and knowledge base articles to support self-service initiatives as new features are introduced.

Collaboration:

  • Engage in regular communication with both local and remote team members through various channels to ensure effective collaboration and alignment on project goals.

Qualifications:

  • Bachelor's degree
  • 0-2 years of relevant work experience
  • Strong communication skills
  • Ability to convey complex information clearly
  • Passion for problem-solving
  • Exceptional analytical skills and attention to detail
  • Experience in data analysis and presenting insights
  • Self-driven, proactive, and results-oriented
  • Ability to thrive under pressure while managing multiple priorities
  • Willingness to learn new concepts and technologies as the company evolves

Preferred Qualifications:

  • Proficiency in Microsoft Excel
  • Experience with analytics tools such as Power BI, SQL, or Python
  • Familiarity with CRM and customer success software

Additional Perks:

  • Located in a prominent tech hub
  • Collaborate with a world-class engineering team
  • Participate in team-building activities
  • Access to a modern workspace and equipment
  • Engagement in community service initiatives
  • Complimentary gym access, snacks, beverages, and more

Benefits:

  • Competitive salary with significant growth potential
  • Possible equity in a rapidly expanding company
  • 401K plan with company matching
  • Comprehensive medical, dental, and vision coverage

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