Associate Customer Support Engineer
Associate Customer Support Engineer
Posted on :
08-04-2025
Employer Active
1 Vacancy
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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 Lightcasts 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 Englishlanguage written communication skills.
- Good knowledge of computers including webbased applications.
- Ability to learn and adapt in a fastpaced technical environment.
- Ability to work flexible hours in rotating shifts including nights weekends and holidays.
- Ability to work independently.
a year
Lightcast is a global leader in labor 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.
Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. Lightcast 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.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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