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As an Associate Customer Support Engineer, you will be the first point of contact for customers ofLightcast. You will have a passion for working with customers, helping them to maximize the valuethey provide to learners and job seekers. On a typical day, Lightcast associate customer supportengineers receive inbound support requests, establish a point of contact with customers, and useinternal resources to idenfy and providemely and straighorward answers to their inquiries aboutour products. Customer support engineers deliver product support leadership by being theknowledgeable 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 resoluons in the ticketing system.
- Meet or exceed the Key Performance Indicators (KPIs) and Service Level Agreements
- (SLAs) set forth by Light cast 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.
Light cast is a global leader in labour market insights with headquarters in Moscow (ID) and Boston (MA) and offices in the United Kingdom, Europe, and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities.
Light cast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Light cast has always been, and always will be, committed to diversity, equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.
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