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Customer Experience Specialist US
Full-time
About Pelico
At Pelico, we are creating the factory of the future where disruptions are avoided, processes synchronized and value captured. Our factory operations management platform enables factory teams to be more agile and resilient in a world where supply chain disruptions occur every 16 minutes. Pelico empowers users to identify bottlenecks, avoid problems, and focus on innovation instead of fire-fighting. Since our foundation in 2019, we've partnered with industry leaders across aerospace, industrial equipment, and luxury watchmaking, revolutionizing factory operations in over 15 countries. Esteemed clients include Airbus, Safran, Cartier, Daikin, and Eaton.
Our Team
With a dynamic team of over 130 professionals across the US and France, Pelico is a melting pot of top-tier talent from Tech, Data Science, and Manufacturing domains. Our collaborative environment fosters innovation and excellence, driving us to solve complex challenges and shape the future of manufacturing. Our work has been recognized by Safran (Digital Transformation Award) and Microsoft (scale-up of the year).
What You'll Do
As a Customer Experience Engineer at Pelico, you will play a vital role in providing exceptional technical support and assistance to our valued customers. Your primary responsibility will be to address and resolve customer issues related to our software platform, ensuring their satisfaction and successful utilization of our product. You will address clients from different Industrial verticals and mostly based in North America.
Customer Support
Serve as the first point of contact for customers seeking technical assistance via the available tools
Identify, troubleshoot, and resolve customer issues in a timely and efficient manner, striving for first-call resolution whenever possible
Collaborate with cross-functional teams, including Customer Operation, Product team and Engineering to escalate and resolve complex customer issues
Provide guidance and training to customers on the effective use of our platform's features and functionalities
Help in building the best customer journey to create the most effective self-service
Integration and Tooling
Integrate, setup and customize the service support platform
Assist the team on putting in place automated workflows to streamline processes, increase customer satisfaction and internal productivity
Collaborate with the Product and engineering team to identify recurring issues and contribute to ongoing product improvements
Knowledge Base
Contribute to the creation of self-help resources, such as FAQs and knowledge base articles, to enable customers to find answers independently
Maintain a comprehensive internal knowledge base to improve support efficiency and effectiveness
What You Embody
Engineering Background with strong written technical documentation skills
Naturally collaborative, supportive and organized
Strong technical aptitude (SQL & Python) and familiar with software development and Agile methodologies
Proven experience in a customer support role, preferably in a software company/technical environment
Proficiency in using customer support tools, ticketing systems, and remote support tools
Startup mindset - ready to learn and adapt quickly
Fluency in English (oral & written)
