Customer Success Center Engineer

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

About the role

NWN is looking for several Customer Success Center Engineers to join our team. These roles are full time with full benefits; great communication skills, along with reliable internet, are required!!

Responsibilities

• Provides case creation and triage for all incoming events.
• Adheres to customer defined operating processes & procedures policies/knowledge base articles.
• Provides technical support in the area of desktop services in a timely fashion.
• Diagnostics and resolves technical issues associated with end user devices and/or software using authorized tools.
• Must be able to handle multiple concurrent tasks with minimal supervision.
• Provides feedback to Team Leads identifying opportunities to improve the quality and value for our clients.
• Builds relationships with IT staff within our customer base to coordinate seamless support of desktop services.
• Able to work in a high energy environment with constantly shifting priorities.
• Keeps current with industry trends and understands the impacts of the changes on the NWN customer base.
• Works independently and escalates as appropriate on the customers’ behalf.
• Follows the prescribed NWN process for time recording within the Customer Success Centers phone system.
• Troubleshoots/resolves end-user issues via phone, chat, and remote management tools.
• Strives to close cases through a First Call Resolution within dictated Service Level Agreements.
• Collaborates with fellow employees and customers in sharing issue resolutions by updating policies, procedures and knowledge base articles.
• Experience in an environment that utilizes the chat function.
• Travel may be required.

Qualifications

• 3 months - 2 years of work experience or a recent graduate from an IT Technical School or receipt of an Associates' Degree.
• Certifications: progress toward or completion of a CompTIA A+ or Microsoft Fundamentals certification.
• Takes advantage of partnerships with Cisco, Avaya, Microsoft, HP and other major partners to enrich skillsets to best support our customers.
• Able to work independently and successfully in team environment.
• Strong oral and written communication skills.
• Strong interpersonal skills.
• Able to multi-task, particularly with regard to chat.
• Understanding of basic Windows, Macintosh and other operating systems and desktop hardware.
• Able to present point of view to gain support from team and/or management.
• Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
• Manages different audience needs with a customer-focused orientation.
• Good problem-solving skills and analytical skills.
• Able and desire to quickly learn new technologies and concepts.
• Effective at building trust in relationships with peers, clients, and management.
• Able to think strategically and act tactically.
• Able to work a flexible work schedule including nights and weekend shifts.