Csisoftware is hiring a Customer Support Engineer to deliver a ‘Customer First’ experience with every interaction. Reporting to the Vice President of Customer Support, you will gain subject matter expertise in POMS products to ensure high customer success and satisfaction for 24/7 mission-critical production environments.
What You'll Do
- Acknowledge, troubleshoot, isolate, and resolve client issues via all input types, providing timely updates and taking ownership through resolution.
- Perform diligent investigation using all available resources, determine root causes, and thoroughly test solutions before recommending or implementing.
- Communicate with customers to ascertain business needs and inform them about software highlights or developments.
- Document new problems and solutions in the Knowledge Base.
- Achieve all established performance metrics for customer calls and tickets.
- Act as a customer advocate, build strong relationships, establish trust, and communicate customer concerns internally.
- Participate in scheduled product, process, procedure, and tools trainings.
- Adhere to established business processes and Standard Operating Procedures.
- Continue learning about POMS products and customer industries to strengthen expertise.
- Build a culture of excellence within the Customer Support team.
- Maintain proficiency in personal computers, mobile devices, operating systems, databases, and application troubleshooting.
- Utilize coaching sessions and one-on-one meetings to take ownership of self-development.
- Participate in customer projects as needed, including site visits, audits, installations, and upgrades.
- Replicate and document product defects and enhancement requests, working with development on prioritization.
What We're Looking For
- Bachelor’s degree in Computer Science/IT, Engineering, Chemistry, Physics, or Biology.
- 2-4 years of software support experience, ideally with 24/7 critical manufacturing systems.
- A high-level understanding of software architecture and the software development lifecycle.
- Technical skills: MS Office, Outlook, SharePoint, Teams, Windows (workstation and server), Oracle, familiarity with C#, JavaScript, PL/SQL, Visual Studio, SQL Plus, Toad, Oracle SQL Developer, TeamSupport, DevOPS.
- Experience using a CRM/ticketing system (TeamSupport preferred).
- Ability to understand manufacturing processes and data relationships.
- Ability to work with various teams and communicate complex technical issues.
- Knowledge of GMPs, FDA Guidelines, and GAMP.
- Excellent work ethic, attention to detail, and written and verbal communication skills.
- Passionate about making customers happy and able to work autonomously.
Nice to Have
- Bonus language familiarity: C, C++, VB, VB.net, Java, XML, XSL.
- ITIL certification (or similar) is a plus.
Technical Stack
- MS Office, Outlook, SharePoint, Teams
- Windows (workstation and server)
- Oracle
- C#, JavaScript, PL/SQL
- Visual Studio, SQL Plus, Toad, Oracle SQL Developer, TeamSupport, DevOPS
Team & Environment
You will be part of the Customer Support team, reporting to the Vice President of Customer Support.
Benefits & Compensation
- Eligible for participation in a Company profit sharing bonus plan.
- Eligible for enrollment in medical, dental, vision, basic life insurance, short/long term disability, and 401(k) participation with company match.
- A minimum of 10 days of vacation, sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.
- The estimated base salary range for this role in the United States is $54,677.38 - $82,016.08 per year.
Work Mode
This is an onsite position.
We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.
