Customer Success Engineer

Job Summary

The Screen Magic Customer Success team is seeking a skilled technical support engineer with excellent technical and customer service skills to provide support for our Enterprise Mobile Communication suite of products. Our flagship product, SMS Magic is the most recommended and rated #1 enterprise texting application on Salesforce.com platform, the global leader in On-Demand CRM space. We are one of the top ISV partners of Salesforce.com in the APAC region. We have proven value across various industries: lead nurturing, loyalty programs, emergency alerts, event reminders, flash sales, price alerts, time-sensitive status updates, etc.
In this role, you'll become an expert on our products which use the latest technologies and provide technical support to customers primarily through phone, ticketing system and remote sessions. You will be responsible for performing basic investigation and troubleshooting to resolve difficult customer issues quickly and effectively. Your customers may often include engineers and highly skilled technical people. Hence you will need to continuously develop your technical / troubleshooting skills by various means and keep yourself updated on our products.

Primary Job Responsibilities :

• Provide technical support to Screen Magic customers on our enterprise communication products and ensure they are successful.
• Diagnose problems with the product, troubleshoot customer issues and provide solutions in a timely manner.
• Exceed customer expectations by providing outstanding customer service
• Develop relationships and collaborate with developers, product managers, account managers and sales to provide creative solutions and improve customer satisfaction
• Contribute to the product knowledge base while working on customer issues

Required :

• 3 to 5 years of experience in technical / customer support domain. Exposure to international customers preferred.
• Excellent written and verbal communication skills.
• Good troubleshooting skills and a passion for problem solving and investigation
• Ability to work under pressure with conflicting priorities and deadlines, yet maintain a customer-centric focus
• Knowledge and experience of Salesforce CRM administration preferred. Candidates with no experience but excellent knowledge of Salesforce fundamentals will also be considered.

Information Security Responsibilities
You are responsible for protecting the information resources to which they have access. Your responsibilities cover both computerised and non-computerised information and information technology devices (paper, reports, books, recordings, computers, removable storage media, printers, phones, fax machines, etc.) that they use or possess. You Must follow the information security practices set by the ISO, as well as any additional departmental or other applicable information security practices.You are expected to adhere to all Screen-Magic policies and exercise good judgement in the protection of information resources.