Customer Success Center Engineer - NWN Carousel

NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients.  We’re a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work’ with an 80+ Employee Net Promoter Score (eNPS).

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.

NWN Carousel is looking for several Customer Success Center Engineers to join our team. These roles are full time with full benefits; great communication skills, along with reliable internet, are required!!

The Customer Success Center Engineer role provides multi-faceted support to NWN Carousel Customer Success Center clients/end users in an Information Technology Service Desk capacity. The role is primarily responsible for intake of customer issues/problems through a variety of channels, which include phone, e-mail, NWN Carousel’s EMP web portal and chat. These issues/problems include a variety of desktop technologies including hardware, operating systems, printing, applications and VPN technologies. This role is focused on rapid response to outages, intake, case/incident creation and first call resolution thereby delivering the best customer experience.

Scope of Role Responsibilities:
Essential, key job responsibilities for this role include, but are not limited to:

• Provides case creation and triage for all incoming events.
• Adheres to customer defined operating processes & procedures policies/knowledge base articles.
• Provides technical support in the area of desktop services in a timely fashion.
• Diagnose and resolve technical issues associated with end user devices and/or software using authorized tools.
• Must be able to handle multiple concurrent tasks with minimal supervision.
• Provides feedback to Team Leads identifying opportunities to improve the quality and value for our clients.
• Build relationships with IT staff within our customer base to coordinate seamless support of desktop services.
• Ability to work in a high energy environment with constantly shifting priorities.
• Keep current with industry trends and understand the impacts of the changes on the NWN Carousel customer base.
• Works independently and escalates as appropriate on the customers’ behalf.
• Follow the prescribed NWN Carousel process for time recording within the Customer Success Centers phone system.
• Troubleshoot/resolve end-user issues via phone, chat, and remote management tools.
• Strive to close cases through a First Call Resolution within dictated Service Level Agreements.
• Collaborate with fellow employees and customers in sharing issue resolutions by updating policies, procedures and knowledge base articles.
• Experience in an environment that utilizes the chat function.
• Travel may be required.
• Perform other duties as directed.

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:

• 3 months - 2 years of work experience or a recent graduate from an IT Technical School or receipt of an Associates' Degree.
• Certifications: progress toward or completion of a CompTIA A+ or Microsoft Fundamentals certification.
• Take advantage of partnerships with Cisco, Avaya, Microsoft, HP and other major partners to enrich skillsets to best support our customers.
• Able to work independently and successfully in team environment.
• Strong oral and written communication skills.
• Strong interpersonal skills.
• Ability to multi-task, particularly with regard to chat.
• Understanding of basic Windows, Macintosh and other operating systems and desktop hardware.
• Able to present point of view to gain support from team and/or management.
• Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
• Manage different audience needs with a customer-focused orientation.
• Good problem-solving skills and analytical skills.
• Ability and desire to quickly learn new technologies and concepts.
• Effective at building trust in relationships with peers, clients, and management.
• Ability to think strategically and act tactically.
• Ability to work a flexible work schedule including nights and weekend shifts.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

At NWN Carousel, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN Carousel are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.