Solution Support Engineer I

Company: 3E
Location: Carlsbad
Posted on: August 7, 2022

Job Description:

Company DescriptionIntelligent compliance. Sustainable progress. A safer world. At 3E we help our clients ensure safety, compliance and sustainability. We provide actionable intelligence and solutions that empower safer, more sustainable products and business processes.Job Description

• Oversee and manage a prompt resolution of critical issues by conducting analysis of data, customer business process, internal 3E process, product design and product features.
• Own the complete end-to-end customer experience for high-profile elite and complex accounts and solutions.
• Acts as a liaison between the client and internal departments to facilitate the best customer experience for the client.
• Partner with Product Owners to improve our solutions and identify new solution opportunities.
• Master and maintain expertise for all 3E solutions and their associated solution integrations that are managed by the Client Services team. This includes custom additions, product integrations, 3rd party integrations and web services.
• Responsible for launching various 3E solutions that are managed by the Client Services Team.
• Ensure that all client's new services and contract commitments are met and delivered on time. Includes coordinating with other internal operations teams to provide and deliver the clients services based on active contract terms.
• Provide clients alternate solutions when necessary and address all service issues pro-actively with the client pre and post implementation.
• Resolve customer service issues and skillfully manage and collaborate on complex customer service problems.
• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Provide escalation assistance to colleagues on the solutions that the Support team manages
• Assist clients with custom reporting needs as requested and coordinate with other internal operations teams to provide and deliver the clients services based on active contract terms.
• Participate in internal development, quality and process improvement projects. May include performing product & service demonstrations for internal employees.
• Create/maintain controlled documents & knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.
• Assists w/training, development and sharing of best practices with team members to enhance the quality and efficiency of customer support.
• Completes all responsibilities as outlined on annual Performance Plan.
• Completes all special one-time projects and other requested duties as assigned.
• Must be able to perform duties with or without reasonable accommodationQualifications
  • Ability to effectively analyze and solve problems by balancing detailed questions with creative solutions.
  • 3 Years Account Implementation and Management Experience of mid-size to large, complex and/or global accounts
  • 2 Years Technical Implementations and Integrations
  • Ability to effectively coordinate and implement standard technical solutions and integrations
  • Be inquisitive and willing to professionally challenge the status quo
  • Partner with Product and Engineering on existing solutions and integrations
  • Exceptionally detail oriented with the ability to work effectively under pressure and multi-task to meet established deadlines and standard response times with clients.
  • Be a self-starter with the ability to prioritize workloads from multiple, competing demands.
  • Intermediate Excel certification or equivalent experience
  • Ability to develop and deliver engaging and effective presentations
  • Bachelor's degree or equivalent work experience required
  • Ability to partner and collaborate as part of a global team
  • Excellent listening, written and verbal communication skills in English
  • Selected applicant must complete all required training and development required to support our clients. Includes meeting established training timelines as outlined in our Training Management Tool (document).
  • Mentoring & training experience required
  • Possession or desire to learn and develop a deep understanding of Verisk 3E Solutions.Additional InformationFor more than 30 years the world's leading companies have trusted 3E to provide the intelligent compliance solutions they need to ensure safety and sustainability-one product, one workplace and one community at a time. Our unmatched Environmental, Health, Safety and Sustainability (EHS&S) and product compliance expertise empowers our clients to improve chemical and workplace safety, product safety and stewardship, supply chain transparency and R&D decision support.We are deeply committed to serving our more than 5,000 customers worldwide, including nine of the world's top ten chemical manufacturers, eight of the world's top ten retailers and seven of the world's top ten pharmaceutical companies.Together we are building a safer world and a more sustainable future. Join us!In March 2022, New Mountain Capital and Endicott Capital acquired our business from Verisk, kicking off the next phase of growth in our 30-year history. Backed by the support and expertise of New Mountain and Endicott, we are now perfectly positioned to grow our business to better serve our valued customers and partners. To learn more, visit www.3eco.com.3E is an equal opportunity employerConsumer Privacy NoticeAt 3E, the health and safety of our people is our number one priority. Effective November 15, 2021, and subject to applicable law, all prospective hires for office-based roles or roles that support any of our businesses' government contracts will be required to demonstrate that they are fully vaccinated against COVID-19 by their start date or qualify for a legally required medical or religious accommodation to this vaccination requirement, as a condition of employment. Hired candidates who do not demonstrate that they are fully vaccinated against COVID-19 by their start date, and who have not been approved for a legally required medical or religious accommodation will no longer meet the requirements for employment and their offers of employment will be immediately rescinded, in accordance with applicable law.

Keywords: 3E, San Diego , Solution Support Engineer I, Engineering , Carlsbad, California