Customer success engineer Full-time

CLEVERTAP PRIVATE LIMITED

Posted By : CLEVERTAP PRIVATE LIMITED

Mumbai, Maharashtra (3)

About the Role:
As a Customer Success Engineer, you will be the first point of contact for any technical and/or non technical issues that the customers face with our product.  You need to be  technically sound with a mindset of debugging issues and asking the right question (probing) to provide a solution at the earliest.  You need to have basic but firm understanding of a development language to be able to troubleshoot issues related to the integration of our SDK.  (Android/  iOS coding along with Mobile and web technologies is a plus) .  You must be fluent in verbal and written skills to be  able to articulate a solution and workaround to the customer.  A CSE should  know when to escalate and de-escalate an issue . CSEs have a helpful attitude and are always curious to learn new things. A CSE owns an issue till closure and does not let the ball drop in-between.
 
What will you do:
- Provide efficient and accurate technical assistance to ensure customer satisfaction.
- Provide escalated technical and triage support for other teams.
- Actively contribute to our online support documentation.
- Work closely with Engineering, Product and Customer Success teams.
- Help define and execute support team processes.
- Leverage product expertise and technical knowledge to delight customers.
- Responsible for responding to customer emails and driving excellent customer experience.
 
What are we looking for?
 
Must have:
- Engineering degree (Computer Science preferred)1+ years programming experience (API/ Web/ Mobile)
- Knowledge of multiple Mobile Development (Android, iOS, Hybrid) is required.
- Excellent communication skills & strong customer focus
- Proven analytical / problem-solving ability
- Ready to work in shifts as per requirements of the company. 
 

Role Specific Skills
  • Active Listening
  • Clerical
  • Computers and Electronics
  • Critical Thinking
  • Customer and Personal Service
  • Deductive Reasoning
  • English Language
  • Inductive Reasoning
  • Information Ordering
  • Near Vision
  • Oral Comprehension
  • Oral Expression
  • Persuasion
  • Problem Sensitivity
  • Reading Comprehension
  • Service Orientation
  • Speaking
  • Speech Clarity
  • Speech Recognition
  • Written Comprehension
  • Written Expression

Bachelor of Computer Science (B.C.S)

Bachelor of Engineering (B.E) - Computer Science & Engineering

Bachelor of Engineering (B.E) - Information Technology

Bachelor of Science (B.Sc) - Computer Science

Bachelor of Technology (B.Tech) - Computer Engineering

Bachelor of Technology (B.Tech) - Information Technology

Master of Computer Applications (M.C.A) - Information Technology

Master of Science (M.Sc) - Computer Science

Good to have:
Behavioural Competencies: 
-Listens actively, responsive, accepts feedback graciously
-Has a clear and well-structured thought process and communicates effectively
-Gives feedback to Managers
Functional Competencies:
-Delivers outcomes & resolutions on time, accurately and independently.
-Ability to control emotions in the face of challenging situations
 
Measures of Success
- Customer Satisfaction CSAT Score/ Periodic Feedback from customers
- First-time resolution rate
- Adherence to support SLAs
- Quality of response
 
Who will you report to: Associate Director - Global Support
 
Why join us?
- Be a part of a global growth stage startup
- Work in a fast-paced, dynamic environment where your contribution matters
- You are passionate about technology and its impact on the high growth mobile technology space
- Innovate at scale, with learning opportunities
 
What is working at CleverTap like?
- Be a part of a global category creator - hyper growth B2B SaaS  startup
- Work in a fast-paced, dynamic environment where your contribution matters
- Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team
- Accountability and driving outcomes is the key to success
- Your career here is limited by you and nothing else
- Teamwork trumps individual success
- You are passionate about experience technology and its impact on enabling  growth 
- Innovate at scale, with learning opportunities and having fun along the way.
 

About CleverTap:

CleverTap is the world’s No. 1 retention cloud that empowers digital consumer brands to increase customer retention and lifetime value. CleverTap drives contextual individualization with the help of a unified and deep data layer, AI/ML-powered insights, and automation, enabling brands to offer hyper-personalized and delightful experiences to their customers.  

 

More than 1,300 customers in 100 countries and across 10,000 apps — including Gojek, ShopX, Canon, Electronic Arts, TED, English Premier League, TD Bank, Carousell, AirAsia, Papa John’s, Tesco, Kotak Mahindra Bank, SonyLiv, Swiggy, PharmEasy, and Dream11 — trust CleverTap to achieve their retention and engagement goals and grow their long-term revenue.  

 

Backed by leading investors such as Sequoia India, Tiger Global, Accel, CDPQ, and Recruit Holdings, the company is headquartered in Mountain View, California, with offices in Mumbai, Singapore, Sofia, São Paulo, Bogota, Amsterdam, Jakarta, and Dubai. For more information, visit clevertap.com or follow on LinkedIn and Twitter.

  • Mac book will be provided
  • Hybrid system three days a week
  • Lunch and snacks will be available in the office
  • Medical Insurance for employee and family
  • Linkedin learning and Udemy learning subscription will be provided.

About CleverTap: CleverTap is the world’s No. 1 retention cloud that empowers digital consumer brands to increase customer retention and lifetime value. CleverTap drives contextual individualization with the help of a unified and deep data layer, AIML-powered insights, and automation, enabling brands to offer hyper-personalized and delightful experiences to their customers. More than 1,300 customers in 100 countries and across 10,000 apps — including Gojek, ShopX, Canon, Electronic Arts, TED, English Premier League, TD Bank, Carousell, AirAsia, Papa John’s, Tesco, Kotak Mahindra Bank, SonyLiv, Swiggy, PharmEasy, and Dream11 — trust CleverTap to achieve their retention and engagement goals and grow their long-term revenue.

Journey