A PROS employee in this position, as Customer Support Engineer I, will focus on the customer service experience by identifying and resolving basic customer issues with PROS products, and documenting case resolution. The individual will be excited to expand their ability to troubleshoot computer software, networks, database platforms, and operating systems in an inbound customer service environment. They would strive to support cutting-edge software solutions, resolve all customer systems problems within established time frames, manage customer needs, standardize and streamline processes, as well as capture data for strategic decision-making. Customer support engineer serves as the “first interaction” of PROS with our customers.
Core Requirements and Responsibilities:
Applies and demonstrates basic product knowledge while adhering to standard operating procedures to resolve customer issues
Provides coverage of in-bound interactions which may include calls, chats, and cases
Educates customers to help them understand an issue and how-to self-serve should it reoccur
Consistently applies product knowledge obtained in boot camp and daily activities, support procedures and policies to address client and departmental needs with minimal oversight
Problem tracking to determine trends or patterns to client system problems
Coordinates problem resolution with various internal contacts
Demonstrates ability to assist peers in performing similar customer support duties
Bachelor’s degree required
Prior experience supporting customers through a variety of contact channels including chat, email, and phone is preferred
Skills & Personal Characteristics:
Build upon your interpersonal and customer support skills to provide excellent service
Professional verbal and written English communication skills
Aptitude to build strong analytical and critical thinking skills
Demonstrates basic computer skills to utilize all PROS and Customer Support tools
Has the ability to adapt in an evolving fast-paced work environment
Continued growth dictates our need for a candidate that will be highly motivated, focused, energetic and able to work in a fast-paced environment
PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.
This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.
Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.
Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.