Customer Success Center Engineer

Carousel Industries • Exeter, RI

395d • Remote

About The Position

The Customer Success Center Engineer role at NWN Carousel is designed to provide multi-faceted support to clients and end users in an IT Service Desk capacity. This position focuses on rapid response to customer issues, ensuring a high-quality customer experience through effective case management and technical support for desktop technologies.

Requirements

• 3 months - 2 years of work experience or a recent graduate from an IT Technical School or receipt of an Associates' Degree.
• Progress toward or completion of a CompTIA A+ or Microsoft Fundamentals certification.
• Strong oral and written communication skills.
• Strong interpersonal skills.
• Ability to multi-task, particularly with regard to chat.
• Understanding of basic Windows, Macintosh and other operating systems and desktop hardware.
• Good problem-solving skills and analytical skills.
• Ability and desire to quickly learn new technologies and concepts.
• Ability to work independently and successfully in a team environment.

Nice To Haves

• Experience in an environment that utilizes the chat function.
• Demonstrated understanding of common information architecture frameworks.
• Ability to think strategically and act tactically.

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.
• Diagnose and resolve technical issues associated with end user devices and/or software using authorized tools.
• Handles multiple concurrent tasks with minimal supervision.
• Provides feedback to Team Leads identifying opportunities to improve the quality and value for clients.
• Builds relationships with IT staff within the customer base to coordinate seamless support of desktop services.
• Works independently and escalates as appropriate on the customers' behalf.
• Follows the prescribed NWN Carousel process for time recording within the Customer Success Centers phone system.
• Troubleshoots/resolve 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.

Benefits

• Medical, dental, and vision plans
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• Income protection through disability and life insurance
• 401(k) with company match
• Unlimited PTO
• Paid company holidays
• Hybrid/remote work
• Paid bonding leave for eligible employees
• Employee discounts
• Access to Employee Assistance Program (EAP)
• Accident, critical illness, and hospital indemnity coverages
• Legal and identity theft protection
• Pet insurance
• Supplemental life insurances
• Referral bonuses
• Charitable donation matching
• Allowances for eligible roles

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Electrical Equipment, Appliance, and Component Manufacturing
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees