Customer Experience (CX) Application Support Engineer - Tyndale

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;

• Ownership of and follow through of all system and customer incidents within the Sales Organization Applications; escalate and provide internal communication/visibility to customer facing teams;
• Diagnose and troubleshoot technical issues through effective questioning and problem-solving techniques;

• Ensure timely resolution of tickets and incidents, minimizing downtime, through advance research of technical defect, and documenting findings through IT ticket submission;
• Observe trends with technical issues and recommend improvements to increase efficiency or customer experience;

• Ensure effective communication to address customer concerns and guide them through troubleshooting steps; communicate technical information to customers in a clear and understandable manner;
• Interact with customers via various channels, including 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;
• Document customer interactions, including issues reported, solutions provided, and any additional follow-up required; Create visibility for customer facing teams of known customer issues;
• Assist in the development of training materials for Sales Org team members; Provide training and support to internal teams 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;
• 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;
• 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.
• Basic understanding of relational database concepts and architecture.
• 2 years of experience in application testing, including smoke and regression testing strongly desired.
• 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; with focus on driving customer needs and resolution expeditiously.
• Ability to handle difficult or sensitive situations with diplomacy and tact.
• SFDC, AWS, and/or Zendesk knowledge desired
• Ability to build rapport with internal and external customers.
• Detail oriented and maintain a high level of accuracy in their work.

• Excellent communications, verbal and written, is a must;
• Commitment and strong drive to explore, troubleshoot, and diagnose system application affecting internal Accounts Team members and Tyndale customers;
• Experience performing bug/incident investigation, root cause analysis, and reporting trends to development teams is preferred;
• Comfortable with process management and implementation to ensure efficiency within internal teams and ultimately drive exceptional customer experiences;
• Ability to collaborate cross-functionally with multiple stakeholders throughout the company, ranging from IT Teams to business-focused groups;
• Excellent interpersonal skills, verbal/written communication, presentations skills, and multitasking abilities;
• Ability to analyze data, build dashboards, and get insights;
• Brings a positive attitude and a love to collaborate well with others;

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