Job Description

As an Associate Customer Support Engineer, you will be the first point of contact for customers of Lightcast. You will have a passion for working with customers, helping them to maximize the value they provide to learners and job seekers. On a typical day, Lightcast associate customer support engineers receive inbound support requests, establish a point of contact with customers, and use internal resources to identify and provide timely and straightforward answers to their inquiries about our products. Customer support engineers deliver product support leadership by being the knowledgeable experts Lightcast s customers depend on when they need help. Responsibilities Receive inbound support requests and establish a reputation with the customer for this and future product support inquiries. Properly diagnose customer inquiries and investigate possible resolutions using internal resources (e.g. knowledge bases, FAQs, etc.); communicate solutions to customers for timely and conclusive resolution. Escalate product and service issues to the Senior Product Support Engineer on shift for investigation. Document and track customer interactions and resolutions in the ticketing system. Meet or exceed the Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) set forth by Lightcast leadership and offer solutions for optimizing performance. Experience and Education: Ability to understand, and research solutions to, problems. Strong English-language written communication skills. Good knowledge of computers, including web-based applications. Ability to learn and adapt in a fast-paced technical environment. Ability to work flexible hours, in rotating shifts, including nights, weekends, and holidays. Ability to work independently.