Customer Experience (CX) Application Support Engineer

Overview

The Tyndale Company, an 8x Top Workplace winner and a proud woman-owned business, is growing with the addition of a new Customer Experience (CX) Application Support Engineer. This CX advocate will successfully enhance the quality in our customer facing systems working closely with our Account Management Team, CX Project Manager, and Sales Business Data Engineer to ensure our internal and external applications are free of defects. This engineer is passionate about our customers and is knowledgeable in Quality Assurance/UAT testing, technical customer service, and end user experience.

HYBRID/REMOTE: Tyndale supports a strong work-life balance. This opportunity requires onsite work a minimum of 1 day a week, and 4 days a week remotely. To be considered, candidates must reside within a commutable distance from our Tyndale headquarters in Pipersville, PA (Bucks County) or our location in Houston, TX for onsite work as needed.

Responsibilities

• Oversee the day-to-day support for sales organization critical applications and follow through of system and customer incidents within the Sales Applications; escalate and provide internal communication/visibility to customer facing teams;

• Assist in all aspects of Software Quality Assurance efforts, including successful UAT execution, communication of test results, and post UAT support; Incorporate lessons learned to improve test planning and execution;


• Create, maintain and report UAT metrics including SLAs and KPIs;


• Create Release processes and documentation to minimize customer impact during changes; provide training to internal team members as needed;


• Diagnose and troubleshoot technical issues through effective questioning and problem-solving techniques; communicate technical information to customers in a clear and understandable manner;

• Ensure timely resolution of tickets and incidents, minimizing downtime of technical defect, and documenting findings through IT ticket submission of customer interactions, issues reported, solutions provided, and any additional follow-up required;


• Observe trends with technical issues and recommend improvements to increase efficiency or customer experience;

• Interact with customers via phone, email, or remote assistance tools; Maintain a professional and customer-focused demeanor during interactions;


• Develop and maintain a deep understanding of Tyndale service offerings and website technologies; Stay updated on new service and website features;


• Develop training materials for Sales Org team members on new program services and technical updates to existing services; Identify areas of systems training opportunity through IT ticket system insights;


• Develop test cases scenarios that validate and ensure software development for customer and Sales Organization applications fulfill the intended functional requirements, both manual and automated/scripted tests;


• Active participation in study team meetings to identify solutions that drive performance, efficiency, and improved customer experience; advocate for innovation and automation;


• Act as a liaison with internal technology and customer facing teams to design, coordinate, and execute approved managed program customization requests;


• Responsible for Sales Organization reporting and dashboard needs, ensuring accuracy, and consistent usage across customer facing teams;


• Responsible for large data requests from Sales Org team members;


• Serve as Subject Matter Expert to support IT Development and Quality Assurance in cross-functional teams;


• Advocate for a customer-centric culture within the organization;

Qualifications

• HS Diploma or equivalent required; BA/BS degree preferred.


• Understanding of relational database concepts and architecture required.


• Ability to analyze data, build dashboards, and get insights;


• 2 years of experience in Quality Assurance application testing, including smoke and regression and UAT testing strongly desired.


• SFDC, AWS, and/or Zendesk knowledge desired


• Experience performing bug/incident investigation, root cause analysis, and reporting trends to development teams is preferred;


• Tyndale technical or customer team experience a plus.


• Excellent time management and organizational skills.


• Excellent verbal and written communication skills.


• Strong analytical problem solving and decision-making skills.


• Ability to work efficiently and independently; Ability to collaborate cross-functionally with multiple stakeholders throughout the company, ranging from IT Teams to business-focused groups with focus on driving prompt resolution


• Ability to handle difficult or sensitive situations with diplomacy and tact.


• Detail oriented and maintain a high level of accuracy in their work.


• Process management and implementation to ensure internal efficiency to drive exceptional customer experiences;

Benefits:

• Health & Wellness: Comprehensive medical, dental, and vision insurance with competitive premiums. Paid parental leave. Mental health support through an EAP and partial reimbursement on copays, fertility support, and robust wellness programs with annual reimbursements.


• Work-Life Balance: Many positions with Tyndale offer hybrid onsite + remote work schedules, generous PTO, paid holidays + a floating holiday, and more.


• Financial Compensation: Competitive salary, 401(k) with match, and bonus opportunities.


• Career Growth & Development: Training/certification/tuition reimbursement programs and demonstrated paths for knowledge share and internal promotion opportunity.


• Culture & Perks: Family-owned values, award winning culture, team-engagement events, casual dress code, company-sponsored charitable events and activities, and an inclusive workplace that values collaboration and integrity.

EOE - All Qualified Candidates Encouraged to Apply

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Location: Trammells, TX, US

Posted Date: 11/23/2024