CUSTOMER SUPPORT ENGINEER/TRAINER

Customer Support Engineer / Trainer

Customer Success Santa Clara, California Minimum Experience Mid-level Appvance is the inventor, first to market, and leader of AI-driven autonomous testing.

Every day we disrupt the software testing industry through our patented Appvance IQ (AIQ) unified test platform. Appvance routinely delivers automated testing to the worlds leading brands, backed by an advanced Machine Learning engine that designs, generates, and executes tests for sophisticated web and mobile applications with no human intervention.

This is an exciting time for Appvance as enterprises are embracing AI to radically improve testing efficacy and product quality.

We just secured our Series C round of $13 million to disrupt the $120 billion antiquated software testing market and finished 2021 with over 200% growth.

To further accelerate, Appvance is seeking an experienced Customer Support Engineer / Trainer to join our Customer Success Team.

You will be responsible for day-to-day technical interactions with our most high-visibility clients and partners. You will own requests from clients through their resolution and then verify the clients satisfaction with the outcome.

You will be partnered with a Customer Success Manager who will manage the business relationship. A major function of this role is collaborating with Development and Services teams to ensure delivery of client needs on the most timely basis.

You're an excellent fit for us if you see yourself as an extension of the clients own team, and you are highly organized, detail-oriented, collaborative, and think quickly on your feet.

This is an excellent job for anybody looking for career growth opportunities in Customer Support and Training! We're a small team - there's a lot of opportunity for impact.

The ideal candidate is one who has experience with web and mobile-based technologies, passionate about delivering customer needs, with effective written and verbal communications skills that set realistic customer expectations.

Additionally, this candidate should have the ability to learn new technologies and communicate those concepts to customers with varying degrees of technical expertise.

As the advocating voice of the customer, you will work closely with Success, Sales, Pre-Sales, Product, and Services teams.

Responsibilities :

• Technical point of contact throughout the customer lifecycle (post sales)
• Understand customer requests, recommend solutions, drive Service and Development teams to deliver, facilitate customer implementation, and verify successful outcomes
• Provide structured and ad hoc training and mentoring as needed
• Ensure the customer derives the promised business value from our software and services solutions
• Assist in the onboarding of the customer following the Appvance structured process
• Ensure customer stated success criteria are met
• Drive customer happiness metrics for satisfaction and loyalty
• Constantly innovate and improve processes and procedures and drive friction out of all customer interactions

Requirements :

• Excellent verbal and written communication skills in English
• Excellent interpersonal skills with good negotiation tactics
• Ability to create and implement processes, policies, and procedures for Customer Success
• Proactive and independent with the ability to take initiative
• Excellent time management skills with a proven ability to meet deadlines
• Proficient with or the ability to quickly learn modern project management tools
• Proficient with Microsoft Office Suite
• Accountability and personal organization are essential
• Experience analyzing and optimizing the existing processes in the Customer Success team
• Passion for learning new technology and evangelizing to others

Qualifications :

• Bachelors Degree in Computer Science
• Detailed knowledge of how Web- and Mobile-based apps are designed, developed, tested, and deployed
• Detailed knowledge of the underlying Web- and Mobile-based architectures
• Detailed knowledge of test automation
• Understanding of Machine Learning and AI-concepts
• At least 2+ years of Customer Support experience

Company Overview :

Appvance is the inventor of AI-driven autonomous testing technology and is leading the charge to revolutionize the software development lifecycle.

The companys premier product, Appvance IQ(AIQ), is the worlds first Level 5 unified test automation system. AIQ helps enterprises improve application quality, performance and security, all while transforming the efficiency and increasing the output of testing teams.

Appvance is headquartered in Santa Clara, CA, with additional offices in Costa Rica and India. Learn more at https : / / appvance.ai

Location Santa Clara, California Minimum Experience Mid-level