NWN: Customer Success Center Engineer
271 Waverley Oaks Rd.
Waltham, MA 02452

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For more than 25 years our clients and partners have trusted us to improve their operational efficiency and productivity, manage their business risk, and provide them with a predictable cost model. Today we deliver exceptional customer experiences for 1,300 of the largest organizations across the USA.

NWN is looking for a Customer Success Center Engineer to join our team in Waltham, MA. This is a full time position with full benefits. Role Overview The Customer Success Center Engineer role provides multi-faceted support to NWN managed services clients/end users in an Information Technology Help Desk capacity. The role is responsible for the resolution of a variety of desktop-related problems including hardware, operating system, applications and/or network configuration. This role will require working with the end users to identify opportunities and helpdesk trends.

This role requires strong communication and analytical skills to assist the NWN Customer Success Center clients. The analyst must demonstrate a commitment to working through problems to resolution and complete tasks with a high level of accuracy. Scope of Role Responsibilities Essential, key job responsibilities for this role include, but are not limited to:

  • Adheres to, maintains, and improves operating policies, procedures and associated knowledgebase documentation.
  • Provide customer satisfaction in the area of desktop services, providing a good level of technical expertise, and in a timely fashion.
  • Diagnose and resolve technical issues in association with end user devise and/or software using authorized tools and follows documented policies and procedures.
  • Must be able to handle multiple concurrent tasks with minimal supervision.
  • Analyzes help desk trends to identify opportunities to improve the quality and value for each of our clients.
  • Partner with IT staff at client locations to coordinate seamless support of desktop service.
  • Works in an environment of multiple shifting priorities.
  • Maintain current knowledge of industry trends and potential impact on the support to the business.
  • Works with little supervision
  • Log in/out of phone system at beginning/end of shift and maintain "Ready state in phone queue
  • Troubleshoot/resolve end-user issues via phone and remote management tools
  • Create, escalate and close cases within dictated Service Level Agreements
  • Communicate and share issue resolution in a customer oriented fashion
  • Perform other duties as directed.
  • Provide customer satisfaction in the area of desktop services in a timely fashion.
  • Works in an environment of multiple shifting priorities.
  • At times will be sought by others as a coach to resolve issues or help problem solve.
  • Travel may be required.

Additional job responsibilities include, but are not limited to: 

  • Demonstrated understanding of common information architecture frameworks
  • Offers ideas and suggestions to support achievement of goals.
  • Other responsibilities as assigned.

Role Qualifications and Requirements The following are minimum qualifications and requirements required for this role: 

  • Able to work independently and successfully in team environment.
  • 1-3 years of work experience.
  • Understanding of basic operating systems and desktop hardware.
  • Able to present point of view to gain buy in from team and/or management.
  • Sought by others as a peer and team member.
  • Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
  • Effective at building trust in relationships with employees and managers.
  • Manages different audience needs with a customer-focused orientation.
  • Offers ideas and suggestions to support achievement of goals.
  • Good problem-solving skills.
  • Ability and desire to quickly learn new technologies and concepts.
  • Effective at building trust in relationships with peers, clients, and management.
  • Manages different audience needs with customer-focus.
  • Strong analytical skills.
  • Ability to think strategically and act tactically.
  • Work a flexible work schedule including nights and weekend shifts.
  • Strong oral and written communication.
  • Strong interpersonal skills.
  • Ability to work well in a team environment.

The following qualifications are ideal, but not required:

  • Certificates from Microsoft, Cisco or technology companies strongly desired including Cisco UC/MACD experience.
Full-time