Associate Technical Support Engineer
Lithium Technologies Inc.
Bangalore
3d ago
source : Shine

Job Description Skills / Requirements

Associate Technical Support Engineer

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 customers
  • We 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.

    Requirements

  • 1-2 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 Expert
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