Job Description

Overview:
About Khoros
Khoros, formerly known as Lithium + Spredfast, is the leading customer engagement platform providing Social Media Marketing, Care and Monitoring Solutions. Khoros Customer Engagement Platform is built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100, Khoros has ten offices globally and powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey. Responsibilities:
Role
We are looking to add a Technical Support Engineer (TSE) to the Khoros Support Team. You’ll be responsible for providing technical support to our customers for the Khoros Community product. You would need to understand our products from a functional and technical standpoint and be able to respond to customer queries reported via our ticketing system within the set SLAs. The team sets high standards for the work they do while also maintaining a learning-oriented work environment. You’ll be challenged to scale up quickly and learn many new technologies, often monthly as new product changes drop with our releases. This is a customer-facing role that will engage with customers via a CRM system, direct email, and Zoom or other comparable meeting software.

What Will You Do?

• Work on a variety of customer reported issues or inquiries.
• Respond to the customers within defined SLAs and committed timelines.
• Escalate problems to the correct teams where appropriate.
• Resolving simple requests without needing to escalate.
• Identifying documentation requirements or improvements in our knowledge base.
• Maintaining our high standards for customer communication and response times.
• Engaging in training opportunities on our products and key technical areas.

Qualifications:
What Are We Looking For?

• 3-5 years of experience in technical support roles, ideally supporting web applications or similar products.
• Demonstrable interest in software and technology.
• Basic knowledge using browser developer tools.
• Understanding of SQL queries.
• Basic understanding of any of the following:
  • HTML, CSS, JavaScript
• Familiarity with using and reviewing application logs.
• Ability to understand and troubleshoot the real-time production (live) issues and work proactively to address them.
• Expertise in supporting complex Enterprise software solutions (ERP, CRM, etc.) instead of more typical technical support reliant on a runbook.
• Able to communicate effectively between teams and individuals of varying technical expertise.
• Excellent written and spoken communication skills.
• Familiar with the latest trends in social channels (forums, Facebook, Twitter, etc.)
• Able to multitask effectively while working on customer issues.

What Would Add Even Further value?

• Proficiency in Web Technologies like HTML5, JQuery, or Programming languages such as Java, JEE, or python.
• Experience with REST APIs.
• General understanding of Multi-Tier Web Application architecture.
• Technical or support certifications such as ITIL V3/V4 or from TSIA

Why should you join our team?

• Awesome Culture
  • Performance Driven
  • Flexible Working hours
• Great Benefits
  • Health, Dental & Vision insurance
  • Gym Allowance
  • Well stocked Pantry
  • Commute and leave allowance
  • Generous leave policy
• Competitive Compensation
  • Among the best in industry
  • Annual bonus
• Equal Employment Opportunities
  • Our employment practises
  
  

Our Values

We earn trust through our actions and attitudes

We win and grow as one team

We listen learn and lead to help our customers succeed