Customer Support Engineer (L2) ~ Social Web Lithium Technologies
THIS JOB HAS EXPIRED Who are we looking for?
You are a Web 2.0 savvy technophile who has a strong technical background. You use and understand a wide range of services on the web and in the wireless world, such as RSS, Blogs, discussion forums, IM, chat, social networking sites, and other digital interaction channels. You possess an intimate familiarity with prominent social channels (Facebook, Twitter, Communities, etc...) and understand the potential value of implementing a customer support solution based on monitoring and responding to posts on those channels. You have a strong technical capability, communication, and operational skills. You derive great professional and personal satisfaction from making your customers successful. You are detailed-oriented and committed to creating and packaging solutions in a repeatable manner.
Lithium Technologies helps leading companies use social media to engage customers and drive business results. We create vibrant social communities across websites, Facebook, and the broader social web that increase sales, reduce service costs, and accelerate innovation.
This is a great opportunity to join one of the hottest companies in B2B social media. We have strong traction with the world?s leading brands, we are experiencing rapid growth, and we are recognized as a leader by top analyst firms, including Gartner and Forrester. The Wall Street Journal just listed us as one of the Top 50 Hottest Start-ups.
The world's most innovative companies such as AT&T, Barnes & Noble, Best Buy, Sephora, Univision, Home Depot, and HP use Lithium to engage their customers in breathtaking new ways (literally, breathtaking). They're increasing revenue, reducing expenses, and strengthening their brands. And most importantly, they're building a lasting competitive asset?a brand nation?with their customers.
What You?ll Do
We are seeking a Second Level Customer Support Engineer (CSE) to join our support team in working with our enterprise customers. CSE is a critical part of our corporate initiative to ensure ongoing success of our customer-base. It is a role that entails customer support, SLA-driven case management, technical troubleshooting, and excellent verbal and written communication skills. If you love working with customers on technical problem solving and love the excitement of learning new technologies in social networking, this role is for you.
Initially you?ll be supporting our Lithium Social Web product. Lithium Social Web equips customer service teams responding to millions of messages across social channels including Twitter, Facebook, blogs, and communities. Designed from the ground up for social customer service, Lithium Social Web identifies and prioritizes posts, routing them to the appropriate queue where agents respond from a single, streamlined interface.
Serve as a Second Level member of our Customer Success Team
Bring complex customer issues to resolution
Provide regular support and guidance to customers and members of our First Level support team
Coordinate efforts across sales, implementation, and support teams
Document and report business and technical issues in the CRM system and effectively prioritize and escalate the issues
Develop and deliver technical solutions to customers
Provide the best-in-class support and drive for high customer satisfaction
This position requires a blend of customer relationship development skills and technical skills
Further, it requires a firm grounding and passion for Web 2.0 technologies.
BA/BS plus 5+ years of technical support / customer support experience.
Excellent communication, presentation, and relationship management experience
Positive, results-oriented, detail-oriented, and success-driven attitude
Community software experience, including forums, blogs, social bookmarking, and social networking
Technical support or QA experience in CRM, CMS, and other enterprise software systems
SSO, Tomcat, and ability to read/analyze HTTP traffic logs a plus
Cross browser compatibility and debugging tools (Firebug, Web developer Toolbar) a plus
Moderation and/or management of online communities experience a plus
Why you should join our team
Lithium offers a great working environment and competitive compensation. You will be working with the best and the brightest in the Social Customer Experience software space. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, and want to take their career to the next level.
||Austin, TX |
THIS JOB HAS EXPIRED