Emeryville Categories:
Customer Support Engineer Level 2 Lithium Technologies
THIS JOB HAS EXPIRED
Technical Support Engineer - Level 2UK Based (with ability to work from home)
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
About LITHIUM
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.
Responsibilities:
Bring complex customer issues to resolution in a fast-paced environment, always adhering to SLA
Provide regular support and guidance to customers and members of our First Level support team, along with other departments as necessary
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 both customer-facing and internally.
Develop and deliver technical solutions to customers
Provide the best-in-class support and drive for high customer satisfaction
Focus on self-service and knowledge transfer in the form of community, knowledge base and team wiki
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. Interaction with customers in the form of community, cases, internal tickets (JIRA), chat, social channels (Facebook, Twitter) and phone support.
Requirements:
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
Self starter, team player with motivation and initiative to wear many hats as needed in a growing startup
Ability to multi-task, efficiently prioritize
Community software experience, including forums, blogs, social bookmarking, and social networking
Technical support or QA experience in web services APIs, database technologies (MySQL and Oracle), Linux, Apache, other general web technologies (HTML, CSS, Java, Ajax, JavaScript, XML), and stack trace information 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)
Moderation and/or management of online communities experience a big 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
| Location: | 5980 Horton Street Suite 370 Emeryville, CA 94608 United States |
|---|
THIS JOB HAS EXPIRED
Lithium Technologies
Investors: Benchmark Capital, Emergence Capital Partners, Shasta VenturesAll Jobs: at Lithium Technologies
| Web Site: | www.lithium.com |
|---|---|
| Headquarters: | 5980 Horton Street Suite 370 Emeryville, CA 94608 United States |
| Industry: | IT Services |
Support Lithium Technologies with Social Media services
Find more Customer Support Engineer Level 2 jobs
