Customer Support Engineer - Level 2 Lithium Technologies
THIS JOB HAS EXPIRED Lithium Technologies is seeking a Customer Support Engineer ? Level 2 who is a detailed, analytical, quick learner that has both experience and a passion for web technologies, troubleshooting and teamwork. You derive great professional and personal satisfaction from making your customers successful. Lithium is the leader in developing software that powers the social customer experience as well as the place to build your career in social. Come on, get up close and social with us!!!
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, deep and complex technical troubleshooting, and excellent verbal and written communication skills. If you love the challenge of working with customers and coworkers on technical problem solving and love the excitement of learning new technologies in SaaS, this role is for you.
Bring complex customer issues to resolution in a fast-paced environment, always adhering to SLA with professionalism and a smile
Collaborate with the entire customer support team, mainly by providing regular support and guidance to customers and members of our level 1 support team
Coordinate efforts across various departments to assist with timely resolution of all issues
Document and report business and technical issues in the CRM system and effectively prioritize and escalate the issues both customer-facing and internally adhering to internal process and SLA.
Provide the best-in-class support and drive for high customer satisfaction by way of responsiveness, technical accuracy and follow-through
Focus on self-service and knowledge transfer in the form of community, knowledge bases, team wiki, and our own features & products
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
To be successful in this role, we are looking for someone with:
BA/BS in computer science, software engineering, web technologies or related field plus 2 years of relevant experience. 5+ years of technical support/customer support experience in lieu of degree.
Technical support 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) experience required
Excellent communication, presentation, and relationship management experience
Positive, results-oriented, detail-oriented, and success-driven attitude
Self starter, team player who is motivated to take initiative and wear many hats as needed in a growing startup
Ability to multi-task, efficiently prioritize issues and quickly change focus based on customer and departmental needs while always being extremely responsive
Community software experience, including forums, blogs, social bookmarking, and social networking experience a plus - especially experience with Lithium communities
Moderation and/or management of online communities experience a big plus
Ability to speak/write additional languages a huge plus
Why join our team
Lithium offers a great working environment and a competitive compensation and benefits package. We're looking for fast-thinking, innovative, passionate team players that enjoy brainstorming new ideas, working with the best and brightest in the social media software industry and who want to take their career to the next level.
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, are experiencing rapid growth, and are recognized as a leader by top analyst firms, including Gartner and Forrester. The world's most innovative companies 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.
||San Francisco, CA |
THIS JOB HAS EXPIRED