BriefCase
BriefCase

Sr. Customer Experience Engineer (jdbc) Job in Hevo Data

Sr. Customer Experience Engineer (jdbc)

Hevo Data 4+ weeks ago
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Job Summary What you ll own as Sr. CX Engineer at Hevo: 1. Take full ownership and resolve Customer Issues within defined SLAs a. Independently solve customer issues within the defined SLAs b. Collaborate (and escalate when required) with the Product and Engineering team to get the right level of support when required 2. Enhance the customer experience a. Minimize escalations on the issues raised by the customers on self-tickets b. Promptly handle escalations on tickets from L1 support and on the tickets from juniors in the team 3. Enable effective functioning of the systems and processes in the team a. Follow the defined processes to ensure compliance with the same b. Observe and highlight any improvements in the systems and processes followed by the team to reduce rework, improve turnaround time to customers, and quality of technical support 4. Be a self-starter, and contribute to self and team s growth a. Create and maintain SOPs and Knowledge-base articles for the team b. Work on improving your technical knowledge; become an expert in the broader SaaS / JDBC area c. Contribute to the team by sharing knowledge and training new-hires
Experience Required :

4 to 6 Years

Vacancy :

2 - 4 Hires

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