Customer support engineer job description

We're looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you're a high performer who's an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

This is not your ordinary support job. Alteryx Customer Support Engineers (CSE's) work with the world's leading companies every day to help them with their advanced analytic solutions. From financial services to communications, retail, and pharma (and more), you'll work with customers that are on the leading edge of the analytic revolution. You will help Alteryx customers by addressing their current questions as well as provide guidance associated with the best use of Alteryx software. Additionally, you work closely with other members of the Alteryx team, including Sales and Engineering, to ensure a superior customer experience with both the product and the company as a whole.
What you will do:
Review, document, troubleshoot and resolve the Alteryx customer's technical questions Act as a facilitator and assist with the communication between the customer and internal teams when escalating issues Respond to customer requests within expected Service Level Agreements and manage customer expectations Create articles for our internal and external knowledge base when related information is not present using KCS methodology practices Answer incoming support inquiries via various channels (Chat, phone, email, etc.)

What we look for:
1-3 years of Product Support or related work experience Excellent troubleshooting skills (databases, environments, network communications, applications, etc…) Top-notch interpersonal skills, with excellent written communication to match Ability to work in a fast-paced environment, under pressure and prioritize multiple tasks Working knowledge of Microsoft Windows operating systems and server platforms Excellent collaboration and proven teamwork abilities Associate or Bachelor degree in Business Administration or IT preferred, or equivalent experience Can-do attitude with desire to help customers and work as part of a collaborative team Life-long learner
Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we're invested in building teams with a wide variety of backgrounds, identities, and experiences.

Benefits & Perks:
Alteryx has amazing benefits for all Associates which can be viewed here.

The Opportunity
“As a Product Support Engineer, you will provide remote technical support to internal and external clients globally for both hosted and on-premise solutions by supporting our diverse product portfolio. You'll collaborate through innovation with IT, operations teams, product development and product management.” - VP, Product Support.

What You'll Contribute· Product/Customer support for global clients.· Manage the flow of customer's incidents via telephone, Cases/Incidents, and working with next level support, Infrastructure teams, Product teams and manage end-to-end communication with clients based on agreed SLAs.· Triage and escalate incidents in a timely manner according to standard operating procedures.· Act as a liaison between engineering and consulting teams to resolve incidents.· Maintain and determine ways to improve the customer experience, always demonstrating a strong client-focus with professional communication.· On-board customers to the support portal in real-time for assigned region.· Exercise judgment within defined practices and procedures, provide status on progress and makes recommendations on process improvements.· Manage work assignments, priorities, and schedules with input from senior specialists or direct manager.

What We're Seeking· Bachelor's degree or equivalent.· Sound understanding in managing, handling, and troubleshooting multi-tier Cloud applications/software products and on-premise solutions.· Good customer-facing skills in general to handle phone and emails of clients.. Good understanding about Enterprise level application support and infrastructure Support.. Good knowledge on Cloud Platform.. Flexible to work in primarily US shift hours, 24x7 environment· Demonstrates the ability to troubleshoot issues, disturbances, and failures in platform and systems, and work with internal and external stakeholders to restore functionality.· Ability to prioritize and manage multiple incidents.· Demonstrated ability to interact with diverse customer base successfully.· Knowledge/prior exposure to Incident/Problem/Change Management. Process knowledge e.g. managing / tracking / etc.· Thrives in a fast-paced environment with the ability to successfully manage and prioritize multiple tasks.· Understanding of ITIL framework· Knowledge of AWS concepts· Basic knowledge on Monitoring tools.. Excellent written and verbal skills.

Our Offer to You
· A culture and work environment strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.· The opportunity to make a difference by leveraging your unique strengths.· Highly competitive compensation and rewards.· Opportunities to give back to your community, social events with colleagues and a comprehensive benefits program inclusive of progressive parental leave.

Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today - Big Data analytics. You'll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, predictive and prescriptive modeling, and much more.
FICO makes a real difference in the way businesses operate worldwide:
Credit Scoring - 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world.Fraud Detection and Security - 2.6+ billion payment cards globally are protected by FICO fraud systems.Lending - 3/4 of US mortgages are approved using the FICO Score.Anti-Money Laundering - our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing

Global trends toward digital transformation have created tremendous demand for FICO's solutions, placing us among the world's top 100 software companies by revenue. We support many of the world's largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success.

Our success is dependent on really talented people - just like you - who thrive on the collaboration and innovation that's nurtured by a diverse and inclusive environment. We'll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!

Learn more about how you can fulfill your potential at www.fico.com/Careers

FICO values the benefit that diversity and a culture of inclusion bring to our workplace. We are an equal employment opportunity and affirmative action employer and we're proud to offer employment and advancement opportunities to all applicants without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Job Title
Customer Support Engineer, Aegean, Turkey
Location(s)
Turkey Field
Why PerkinElmer?
Are you ready to be part of the team effort which helps improve the lives of millions of people and create a healthier world? When you work at PerkinElmer, that's exactly what you'll do. From our dedicated scientists and world-class operations employees to our innovative R&D professionals and committed sales and service groups, we're a unique team of 16,000+ global colleagues who come to work every day knowing we're making a difference. Through innovation, collaboration, and belief in our mission, we strive to create an inspiring and inclusive culture for our employees, so they can be their best and, together, create a better tomorrow.

We are looking for a Customer Service Engineer based on Aegean side of Turkey (Izmir, Manisa etc.) to deliver the services to customers across the region. The products to be serviced are mainly in the Inorganic Products line (ICP-OES, ICPMS, AA, etc.) with some instruments in Materials Characterization.

Although previous experience in this role is advantageous, we will welcome applications from laboratory scientists, with experience in inorganic chemistry, considering a change in career. Full product training will be provided.

Key responsibilities are:
Execution of field service work, such as maintenance, installation of measuring instruments, device repairs and accessories.Proper administration and management of a personal and joint spare parts warehouse.Planning and organization of routine maintenance, qualification and/or calibration.Consulting for more complex sales processes, also on site at the customer.Provide best-in-class service to customers by maintaining a high standard of customer service and professional appearance. The Customer Service Engineer is an ambassador for PerkinElmer to the customer.Customer centered approach, working alongside our clients to support them in holistic and proactive manner.Orientation of personal working methods towards the achievement of overriding business, group and individual goals.Contributes to the overall performance of the customer service department by planning ahead, flexibly and efficiently.Ensuring proper documentation with the correct revision, under the applicable quality system.Immediate completion of service reports and documentation of working hours/expenses.

Requirements:
Bachelor's degree or equivalent in Electrical or Mechanical Engineering, Electronics, Communication or ChemistryIdeally 3+ years of service experience but we welcome applicants with experience of using relevant laboratory equipment. Full training will be given.Willingness to travel up to 50% (Turkey territory) Valid driver's license Very good customer service and customer relations Ideally based in İzmir, Manisa etc.Good level of English and Turkish
What we offer:
Full product training locally Global & diverse company culturecompany car & phoneattractive compensation and performance bonusbusiness, technical, and soft skills trainingsprivate pension, health life & accident insurance Meal Cardsmodern office facility in Istanbul including parking lot

#LI-EMEA