Location: Pensacola, FL or Houston, TX
Job Description: We are looking for a Customer Success Engineer who is passionate about customer advocacy and has a strong foundation in networking concepts. The ideal candidate will have knowledge of networking technologies and protocols, with certifications such as CCNA or Network+ considered beneficial. This role will involve working closely with our customers to understand their needs, troubleshoot issues, and ensure successful outcomes. After-hours and weekend availability may be required to accommodate customer needs. This position is a contract position for a minimum of 6 months. There is an opportunity to transition to a W-2 role after the initial 6 months.
Responsibilities:
- Serve as the primary point of contact for assigned customers, building strong relationships and understanding their business objectives.
- Collaborate with customers to onboard new products/services, providing guidance on implementation and configuration.
- Conduct regular check-ins with customers to gather feedback, address concerns, and identify opportunities for improvement.
- Troubleshoot technical issues reported by customers, leveraging your networking expertise to diagnose and resolve problems.
- Coordinate with internal teams to escalate and prioritize customer issues, ensuring timely resolution.
- Provide training and educational resources to customers to empower them to effectively utilize our products/services.
- Monitor customer usage and engagement metrics, proactively identifying areas for optimization and upsell opportunities.
- Document customer interactions, including resolutions and action items, in our CRM system.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or related field preferred.
- Knowledge of networking concepts, protocols, and technologies.
- Certifications such as CCNA or Network+ considered beneficial.
- Previous experience in a customer-facing role, preferably in a technical support or customer success capacity.
- Strong problem-solving skills and the ability to troubleshoot technical issues independently.
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
- Ability to work independently and collaborate effectively within a team environment.
- Flexibility to work after-hours and weekends as needed to accommodate customer needs.
Benefits (After transition to W-2):
- Competitive salary with performance-based bonuses.
- Comprehensive benefits package including health insurance, retirement plans, and paid time off.
- Opportunities for professional development and career advancement.
- Dynamic and collaborative work environment with a focus on employee growth and success.
If you're passionate about delivering exceptional customer experiences and have a strong foundation in networking, we want to hear from you! Join our team and help us drive success for our customers across the globe.
We are an equal opportunity employer that values diversity in the workplace. We encourage individuals from all backgrounds to apply.