About Us

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. 

Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. 

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximize their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

We are seeking a highly skilled and experienced Customer Success Engineer who will be responsible for providing initial support and guidance to customers, ensuring they successfully utilize our products and services. This role involves troubleshooting basic technical issues, responding to customer support tickets, and guiding customers through solutions that enhance their overall experience. 

Responsibilities

• First Point of Contact: Addressing customer inquiries and issues, providing initial troubleshooting.
• Ticket Management: Logging and tracking customer issues using a ticketing system.
• Information Gathering: Collecting detailed information from customers to accurately understand their problems.
• Resolution and Escalation: Resolving basic technical issues or escalating complex cases to higher-level support.
• Feedback and Follow-up: Providing feedback to customers on their queries and ensuring satisfactory resolution.

Skills and Experience

Communication Skills

Verbal communication: Clarity, tone, and articulation.

Written communication: Clear and concise email/chat responses.

Active listening: Understanding customer needs and concerns.

Technical Knowledge

Basic troubleshooting: Understanding common technical issues and fixes.

Product knowledge: In-depth understanding of the company's products/services.

Software proficiency: Familiarity with ticketing systems and customer support tools.

Problem-Solving Skills

Analytical thinking: Assessing problems logically.

Creativity: Finding innovative solutions to unique challenges.

Customer Service Orientation

Empathy: Understanding and sharing customer feelings.

Patience: Handling difficult customers calmly.

Customer focus: Prioritizing customer satisfaction.

Time Management

Prioritization: Managing multiple tasks effectively.

Efficiency: Handling queries swiftly without compromising quality

Behavior

Ambitious - Drive, Planning & Execution

Adventurous - Flexibility, Resilience & Savvy thinking

Community - Collaboration & Communication