Customer Service Engineer

We are seeking a Customer Service Engineer to oversee the successful delivery of our products while ensuring customer satisfaction and alignment with business goals. This role plays a crucial part in managing customer expectations, project timelines, and tender bidding processes. If you excel in project execution, stakeholder management, we invite you to apply.

Main responsibilities for the project :

• Receive support tickets from customers after go-live.
• First-level investigation of issues, classifying them as bugs, service requests, etc.
• Coordinate with the engineering team to investigate issues, ensuring customer response SLAs are met.
• Act as a backup for the project delivery team when necessary. Track monthly reconciliation and support the accounting team as needed.
• Maintain know-how of the customer's system (specific customized features, pending developments with the customer, common issues faced by the customer).
• Receive Change Requests from the customer, and coordinate periodic updates to the Production environment to fix post-go-live bugs and handle customization requests if any.

Farm (Growth) existing customers when potential needs are identified