Customer Support Engineer (L1)
#290

Emeryville, CA

Who are we looking for?


We are seeking an entry to mid-level, 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. This role offers a positive learning environment for entry level or recent college grads, but with enough technical challenges to keep a more seasoned support veteran interested. 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.

About LITHIUM

Lithium Technologies helps leading companies use social media to engage customers and drive business results. We create vibrant social communities across websites, Facebook, and the broader social web that increase sales, reduce service costs, and accelerate innovation.

This is a great opportunity to join one of the hottest companies in B2B social media. We have strong traction with the world’s leading brands, we are experiencing rapid growth, and we are recognized as a leader by top analyst firms, including Gartner and Forrester.

The world's most innovative companies such as AT&T, Barnes & Noble, Best Buy, Sephora, Univision, Home Depot, and HP use Lithium to engage their customers in breathtaking new ways (literally, breathtaking). They're increasing revenue, reducing expenses, and strengthening their brands. And most importantly, they're building a lasting competitive asset—a brand nation—with their customers.

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 first level 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 1-2 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 (MySQL and Oracle), 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


Why you should join our team


Lithium offers a great working environment and competitive compensation and benefits package. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, work with the best and brightest in the social media software industry and want to take their career to the next level.

Apply Now

Connect with Lithium

Next Steps

Call: (510) 653-6800

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