Posted 13 days ago

At Pitney Bowes, we do the right thing, the right way.  As a member of our team, you can too.


We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

We actively look for prospects who:
•    Are passionate about client success.
•    Enjoy collaborating with others.
•    Strive to exceed expectations.
•    Move boldly in the quest for superior and best in market solutions.

Job Description:

An exceptional Customer Service Engineer with a passion for technology and understands SaaS business models. You love a good challenge. You understand that Support is a key customer facing role and success requires skills in diverse areas including coaching, process improvement, collaboration, technical acuity, data analysis, and Support tools and channels, to name a few. It is measured by your commitment to be a champion on a team capable of tremendous scaling and superior service. Your desire to learn more about CrescoData and the eCommerce industry makes you excited about each new challenge in our Support ecosystem.

The Job

● Be a point of contact for escalations during incidents, including coordination and communication, until resolved

● Be accountable for ensuring delivery against SLAs

● Identify areas of expansion of scope for this function, providing relief to Engineering, and technical development for customer issues

● Forge and foster strong partnerships with Engineering and Product teams to ensure appropriate prioritisation of defects and features, informative communication to customers, and timely resolution and delivery

● Provide reports and updates on Technical Support delivery to cross-functional stakeholders

● Continually optimise processes and metrics for quality and customer experience

● Escale issues to marketplace support team + develop relationships to enable quick dispute resolution

Key Areas of Responsibility:

● Is the first point of contact between the customer and CrescoData

● Ensures that ticket responses meet the Support Policy + SLA’s

● Weekly Support section of Customer meeting

● Regular support meetings with key and new customers

● Scoping + Development

● Makes mapping and uplift changes

● Scopes more complex changes

● Works closely with the solutions architect and PM to ensure scalability

● Works closely with the allocated developer to make any changes

● Knowing the stakeholders in the company

● Knowing your counterparts at the marketplaces and publishing destinations

● Owns and improves the Support Tools including: Ticketing System, Live Chat, Call Software Centre, Shared Inbox, Monitoring + Alerts, Customer Slack Channels, Product + Service Updates, Knowledge Base + FAQ’s, Customer feedback, Reporting

We will:

• Provide the will: opportunity to grow and develop your career
• Offer an inclusive environment that encourages diverse perspectives and ideas
• Deliver challenging and unique opportunities to contribute to the success of a transforming organization
• Offer comprehensive benefits globally (pbprojectliving.com)

Pitney Bowes is an equal opportunity employer that values diversity and inclusiveness in the workplace.

All interested individuals must apply online.

Mission
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Customer Service Engineer