Customer Success Champion (2nd & 3rd shift)

Job description

Job responsibilities

• Respond to customer queries in a timely and accurate manner
• Diagnose and resolve product issues by reproducing problems, reviewing logs and applying known solutions
• Follow up with customers on open tickets to ensure issues are fully resolved and confirm customer satisfaction
• Monitor monthly data, identify risks, and provide proactive engagement
• Identify patterns in support tickets to surface product bugs, unclear documentation, or training opportunities to the team
• Test new product features before release to identify support implications and contribute to internal documentation
• Maintain long-term relationships, manage escalations, and act as a trusted advisor
• Communicate regularly with manager and team regarding recurring issues and customer concerns

Job requirements

• Bachelor's degree (computer science, engineering, or mechatronics preferred or 6 years equivalent work experience), plus
• 3+ years of equivalent work experience in customer service/success or account management
• Strong analytical and problem-solving abilities
• Experience using help desk software and remote support tools
• Understanding of Python programming
• Strong written and verbal communication skills, able to explain technical issues clearly to technical and non-technical users