As an Associate Product 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 product 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. Product support engineers deliver product support leadership by being the knowledgeable 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 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 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.
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.
