Customer Success Engineer

DR Gaming Technology is an independent global supplier of integrated and scalable casino management and jackpot system solutions. Additionally to our headquarters in Belgium, we have engineering offices in Austria and Malta as well as further offices in South Africa, Peru, and Mexico.

Customer Success Engineer

Mid/Senior

Job Tasks

Providing ongoing Customer Care to existing customers assigned by the CSE Lead:

Informing new and existing customers of promotions, upgraded product lines, and plans.

• Notifying customers of unforeseen delivery delays or other complications, and facilitating suitable interventions.
• Conducting sales research and identifying new sales opportunities.
• Ensuring ongoing communication with customers to determine their needs

Collaborating with cross-functional teams to ensure the timely resolution of customer issues (R&D and Customer Support).

Maintaining accurate records of customer-related activities, interactions, and resolutions.

Reporting to CSE Lead as required.

Documenting processes and maintaining documentation records.

Job Requirements

• Education in Computer Science, Engineering Marketing, Business IT, or related fields is welcomed but not required.
• At least three years of experience in customer support or technical support.
• Experience in teamwork with technical support professionals.
• Casino industry knowledge is beneficial.
• Good communication skills, both verbal and written in German and/or English.
• Stress-resistant.
• Customer-solution-oriented.
• Great self-, organizational, and time-management skills.
• Good analytical and problem-solving skills.
• Good interpersonal, negotiation, and client-relations skills.
• Knowledge of customer support best practices and methodologies.
• Familiarity with support ticketing systems and other support tools.
• Knowledge of customer relationship management (CRM) software.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Ability to work independently and as part of a team.
• Basic IT and network knowledge (OS/ Microsoft SQL database).
• Willingness to go on occasional business trips within Europe.

Job Responsibilities

• Managing and controlling the day-to-day activities of the Customer Success team.
• Identifying and recommending process improvements to enhance customer success.
• Developing training programs to enhance the team's skills.
• Communicating with the CSE Lead regarding team performance, customer feedback, and emerging trends in the Customer Success team.

Benefits

• Thriving and open-minded international company.
• Individual working hours and home office agreements.
• In-house and external training opportunities.
• Possibility to gain work experience abroad.
• Team events, goodies, and incentives.

Salary

• Salary according to the IT collective agreement. Willingness to overpay.

DRGT Systems GmbH
Andreas Duller

Haushamer Straße 2, 5. Stock
8054 Seiersberg
Web: http://www.drgt.com