Customer Support Engineer

London or Zurich

Who are we looking for?

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.

What You'll Do

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.

 

Responsibilities

• 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.

Requirements

• 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

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