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Summary description:
The objective of this program is to prepare the intern for a Customer Support Engineer role supporting enterprise customers, partners, and Everpure employees. They will develop proficiency in multichannel request intake, issue scoping and prioritization, initial troubleshooting, case severity and age monitoring, ticket documentation, escalation, customer status updates, resource prioritization, knowledge-base maintenance, recurring-problem analysis, and professional communication in a fast-paced technical support environment.
Job description:
The Customer Support Engineer will be responsible for inbound Technical Support inquiries from customers, partners and Everpure employees. Triage the nature of a problem; make initial recommendations on possible fixes, route calls to support engineers. Follow-up with customers and support engineers to ensure that trouble tickets are resolved and customers are satisfied. Perform limited statistical analysis to track recurring problems, and interact with customers and partners who are reporting problems with Everpure products.