The Company
Lithium Technologies provides market-leading solutions for building successful enterprise communities, including proven forums, blogs, and other social networking tools. Founded in 2001, Lithium Technologies boasts an impressive client roster that started with Dell and has grown to over 50 market-leaders like Cingular, Comcast, Sprint, Nintendo, Symantec, and lots more. With its corporate office in Emeryville, Lithium offers a unique opportunity to be a part of the exciting social networking space in a fast-paced start-up environment. For more information, visit www.lithium.com.
The Position
We are seeking a 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.
You will:
• Serve as a member of our front-line Customer Success Team
• Triage incoming customer issues and route them promptly
• Provide regular support and guidance to the customers related to Community Management best practices
• Coordinate efforts across sales, implementation, and support teams
• Identify and advocate for new product features on behalf of the customers
• Document and report business and technical issues in the CRM system and effectively prioritize and escalate the issues
• Develop and deliver technical solutions to customers
• Provide the best-in-class support and drive for high customer satisfaction
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.
About You
You are a Web 2.0 savvy technophile. Every day, 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 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.
Qualifications
• 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
• Community software experience, including forums, blogs, social bookmarking, and social networking
• Technical support or QA experience in web services APIs, database technologies (MS-SQL), Linux, Apache, other general web technologies (HTML, CSS, Java), and stack trace information
• Technical support or QA experience in CRM, CMS, and other enterprise software systems
• Moderation and/or management of online communities experience a plus
To Apply
Respond to this listing or send your resume to 4jobs@lithium.com with CSE2009 in the subject line (your resume will not be read otherwise). We look forward to hearing from you.
- Compensation: DOE
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.