Customer Support Engineer I

About the position

PROS provides AI-powered solutions that optimize selling in the digital economy. PROS solutions enable companies to price, configure, and sell their products and services in an omnichannel environment with speed, precision, and consistency. The role involves supporting customers to get the most from the products and maintaining up-to-date knowledge of the tools and services provided by the company.

Responsibilities

Provide timely answers to customers’ technical inquiries over email and phone; develop strong relationships with customers and partners through daily interactions; help customers get the most out of the products; ensure that all customer contacts are handled in an efficient, effective and customer-centric way; execute specific platform and software configurations; generate various reports; monitor application performance via dedicated tools; write detailed descriptions of investigations/actions performed; escalate complex inquiries to peers and management; provide 24/7 coverage (work on shifts).

Requirements

1+ years of experience as a Technical Support Engineer, Application Support Engineer or similar; experience with Windows/Unix OS environments; understanding of MSSQL or other databases; excellent written and spoken English; ability to prioritize and manage multiple tasks in a fast-paced environment; dynamic and self-directed with ability to work independently with little direct supervision; very good analytical and problem-solving skills; ability to learn fast.

Nice-to-haves

Skills & Personal Characteristics: Ownership, Innovation, Care. Familiarity with support tooling, knowledge base contribution and experience working in shift-based support environments are advantageous.