Customer Support Engineer

The main responsibilities of a Customer Support Engineer at Dubber include managing customer orders from provisioning to activation, responding to support queries, and creating a friendly and efficient customer service experience. You'll be tasked with providing essential information to help customers make the most of their services while using first-hand contacts to identify and suggest improvements based on customer feedback.

To qualify for the Customer Support Engineer role at Dubber, you should have at least 2 years of customer service experience, particularly in telecommunications. Familiarity with help desk ticketing systems such as Zendesk or Salesforce, along with experience in using applications like BroadWorks, Webex, or Microsoft Teams, is highly desired. Strong communication skills are essential to simplify complex technical concepts.

Dubber focuses on delivering an excellent customer service experience by leveraging strong communication skills and a customer-centric approach. Customer Support Engineers engage with clients through multiple channels, actively listen to their needs, and provide tailored solutions that enhance customer satisfaction while continuously gathering feedback to improve services.

At Dubber, we believe in fostering career development through hands-on experience and continuous learning. As a Customer Support Engineer, you’ll have the chance to work on diverse projects, learn from a global team, and gain insights that contribute to your professional growth. Participation in team events and training programs further supports your career advancement within a fast-growing SaaS company.

Working at Dubber offers a unique experience for a Customer Support Engineer as you are part of a dynamic, globally-focused team dedicated to innovation. You’ll have the opportunity to work in a fun and friendly environment, participate in celebrations of successes, and feel proud of contributing to a product that truly enhances communication on a global scale.

In managing customer orders, I would ensure thorough documentation and a keen understanding of each step in the provisioning process. I would communicate proactively with clients, providing timely updates, and collaborate with internal teams to ensure seamless activation, addressing any potential issues before they arise.

Certainly! I recall a situation where a customer was facing connectivity issues with their service. I first listened carefully to their concerns, diagnosed the problem by confirming settings, and provided step-by-step guidance to resolve it. After they successfully regained connectivity, I followed up to ensure they were satisfied with the solution.

Important qualities for a Customer Support Engineer include excellent communication skills, patience, problem-solving abilities, and a deep understanding of the technical aspects of the products. Ultimately, being empathetic and thankful for the customer's trust can transform a mere transaction into a meaningful interaction.

In stressful situations, I prioritize staying calm and composed. I take a moment to listen attentively to the customer's concerns, ensuring I fully understand the issues. Keeping a positive attitude and focusing on finding solutions helps de-escalate stress, while actively reassuring the customer that I am dedicated to resolving their problems.

I have experience with several ticketing systems such as Zendesk and Salesforce. These platforms enhance customer support by providing a structured way to track inquiries, prioritize urgent requests, and maintain a history of interactions, which allows for better follow-up and a more personalized customer experience.

I prioritize support requests by assessing their urgency and impact on the customer. I make use of ticketing systems to categorize issues by priority level and ensure I follow up with customers who have pending queries. Setting realistic expectations based on the workload helps maintain a positive customer experience.

Absolutely! I break down the complex technical process into simple, relatable terms that are easier to grasp. Using analogies can help, and I ensure to check in with the customer to see if they need further clarification, while actively encouraging questions to make sure they fully understand the process.

After resolving an issue, I like to follow up with the customer via their preferred communication method to ensure everything is functioning correctly. I also welcome any feedback about their support experience, which helps in refining our processes and improving overall customer satisfaction.

To contribute to developing self-help resources, I gather insights from common customer inquiries and analyze recurring issues. This helps me create clear and concise articles or FAQs that can empower customers to find solutions independently, reducing their reliance on direct support.

I stay updated with Dubber's product changes through regular training sessions, team meetings, and by utilizing internal documentation and resources. Engaging with colleagues and participating in product demonstrations also helps me remain informed about the latest features and enhancements.