Client Support Engineer I

Location: Woburn, MA

Department: Delivery Services

Type: Full Time

Min. Experience: Mid Level

The True Fit Corporation seeks a Client Support Engineer I to join our Delivery Services team.

Successful candidates will be a client-focused service professional who is passionate about delivering a world class service experience. This role is responsible for providing support and resolution of basic service related issues.

Responsibilities

  • Receive client issues via True Fit ticketing system regarding product functionality or inquiry
  • Serve as a first level of triage and work directly with clients on issues and concerns
  • Research to logically diagnose, develop path forward and respond with established timelines for basic issues
  • Evaluate and route intermediate to advanced client issues to the appropriate team
  • Collaborate with various True Fit internal teams
  • Monitor, manage and resolve client alerts via True Fit dashboard
  • Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status.
  • Maintain working knowledge of products including new releases and new products.
  • Escalate critical client issues to leadership level as necessary to ensure timely resolution.
  • Effectively communicate with internal leadership stakeholders
  • Own and drive root cause analysis on basic issues
  • Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions.

Qualifications

  • 1-3 years of relevant experience
  • Strong problem-solving and analytical skills is a must
  • Excellent interpersonal and client facing skills
  • Excellent written and verbal communication skills
  • Ability to work productively in a fast-paced, ever-changing environment
  • Undergraduate degree in applicable field and/or relevant work experience.

This position reports to the Head of Delivery Services and is based in our Headquarters outside of Boston in Woburn, MA.

TFC is an Equal Opportunity Employer

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