Customer Success Support Engineer

Datum is looking for an engaged, technical, and team-oriented Application Support to join our expanding organization! In this role, you will work directly with Datum’s customers to resolve issues. You will contribute to and follow procedures for troubleshooting, escalation, and resolution. You will ensure we meet or exceed our service level agreements and provide the customers with world-class service. You will have the opportunity to leverage and contribute to our growing knowledge base and training material. Responsibilities: • Work collaboratively with customers as they transition from project implementation and go-live to active customers • Represent the company brand & values during all client interactions • Diagnose and troubleshoot complex software issues while understanding an external customers business processes within the servicing industry • Manage a queue of active tickets from customers and route tickets appropriately to ensure appropriate resolution and customer satisfaction • Identify, communicate and escalate critical issues to appropriate internal and external parties • Monitor software applications, re-set user passwords, establish user permissions, and work with other software related support functions • Troubleshoot software issues and collaborate with support teams, quality assurance, and software development for remediation • Perform after-hours support as necessary for the customers Requirements: • Minimum 1-3 years of experience in applications support or development • Bachelor’s degree in Computer Science, Information Systems, or related field or equivalent experience • Excellent problem-solving skills • Excellent teamwork and communication skills • Exemplary organizational and multitasking skills • Strong ability to remain patient, listen and empathize with customer questions and software issues • Software Implementation Experience, Software Development & Accounting Background is a plus The Benefits For Undertaking This Career Are As Follows • Basic salary, commissions on projects, and training • Wide range of career path • Standard medical claims • Travel allowances • Great exposure and learning experiences. M4 Certificate upon completion of tasks opportunity for part time / freelance work bonus payment for projects (if assigned)