Job DescriptionWhat s your day look like
As a Technical Support Engineer (Analyst), you are our front - line support for the customer on Lithium products! This business critical role helps resolve issues, answer questions and troubleshooting to provide customers with accurate and swift solutions.
When needed, there are senior members (Level 2 and 3) on the team to escalate to by providing them with all the relevant information to easily understand the issue.
Work hours :
This position covers our AMERICA shift
18 : 30 3 : 00 IST, Monday through Friday)
21 : 30 6 : 00 IST, Monday through Friday) and has 24 / 7 on - call rotation responsibilities, so please be aware of this prior to ing.
18 : 30 3 : 00 IST, Monday through Friday)
21 : 30 6 : 00 IST, Monday through Friday)Skills / RequirementsTechnical Support Engineer (EMEA)About Khoros
Two industry - leading customer engagement platforms, Spredfast and Lithium, have merged to create Khoros. We help our customers develop trust and connections with their customers, and we re proud of how we do business at Khoros.
Comprising Care, Marketing and Communities, the Khoros engagement platform enables brands to manage multiple digital touchpoints, facilitate millions of conversations, and drive smarter decisions through data - connecting customers, content and conversations at the right digital moment.
Who are we looking for
As a Technical Support Engineer, you are our front - line support for the customer on Khoros products. This business critical role helps resolve issues, answer questions and troubleshoot to provide customers with accurate and swift solutions.
As a full - time team member, the focus is on a personal queue filled with simple and complex issues of all sorts. Managing and prioritizing this queue, handling both existing and new issues, will be key to success in this role by ensuring they keep moving, get the proper attention, and never slip through the cracks.
Here s where you d be able to make a difference :
Help our customers understand the true potential to the software through ensuring that their answers are provided both timely and accurately
Solve problems in an effective and measured manner. You ll be working with technical teams as well as non - technical teams, so you ll need to be able to translate business needs and problems into technical solutions
Contribute to a detailed and comprehensive knowledge base that our clients and internal consumers can use to solve their own challenges without needing to get hold of you
Sustain our 97%+ customer satisfaction rating by providing phenomenal, personalized support with our great customersWe need a customer focused individual with an enthusiasm for technology and social media and who loves engaging with people.
We re looking for someone who gets a kick out of helping their colleagues as well as solving problems for customers. There ll be plenty of opportunities to learn about our products and develop your career in a technical or customer - centric direction.
2+ years of experience in customer and / or technical support roles, ideally analyzing and supporting web applications
Client facing experience as a Customer Service or Technical Support Specialist, Technical Analyst, or other customer focused technical function
Excellent written and spoken communication skills
Ability to multitask effectively while working on customer issues
Ability to prioritize based on business needs.
Able to defuse escalated customer situations.
Effectively communicate technical solutions to non - technical customers.
You are a team player, even if it is in a work from home environment.Education (Preferred, not Required)
Bachelor s Degree in Computer Science, Information Technology or related field Technical or support certifications such as HDI, ITIL, MCSA : SQL or Oracle SQL ExpertWhy you should join our team
We have a technical bootcamp in which you ll learn how to work with our products, focus your attention on the right things that our customers need and understand how to empathetically work with our customers.
Our motivation is to truly make a difference on each case by responding quickly and with high quality.
We earn the loyalty and trust of our customers by setting a new standard for amazing support every interaction, every day.
The team is hoping to find someone who is energized by social media, customer support, and solving complex challenges. We re open, transparent and hardworking.
Our culture is as exciting as our products and we re looking for another person to join. Come check us out!,