We are looking for a Technical Support Engineer with a passion for resolving technical and non technical questions and customer satisfaction to join our business unit team.
As a customer support engineer at Windward you’ll be working with multiple and different B2B and B2G customers in the Insurance, commercial, governmental sectors and supply chain . Your main responsibilities will be to maintain customers’ SLA, investigate and resolve technical issues and achieve high customer satisfaction. You’ll be doing that by promoting customer requests and analyzing and personalizing the company’s solutions to the customer needs.
- Investigate complicated customer complaints up to root cause solutions.
- Escalate, investigate, and resolve Tier 1\2 level customer queries.
- Act as a consultant and offers solutions for customers’ problems
- Track and manage your work record until resolution
- Work with all R&D groups, CSM and product management
- Build and maintain support tools and knowledge base