Associate Customer Support Engineer

Role Overview: As an Associate Customer Support Engineer at Lightcast, you will be the initial point of contact for customers. Your primary focus will be to assist customers in maximizing the value they receive from Lightcast's products and services. You will handle inbound support requests, establish strong relationships with customers, and provide them with timely and accurate solutions to their queries. Key Responsibilities: - Receive inbound support requests and build a rapport with customers for current and future product support inquiries. - Diagnose customer inquiries effectively and utilize internal resources such as knowledge bases and FAQs to provide prompt and clear answers. - Escalate complex product and service issues to the Senior Product Support Engineer for further investigation. - Document and monitor customer interactions and resolutions in the ticketing system. - Meet or exceed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) established by Lightcast leadership and propose strategies for enhancing performance. Qualifications Required: - Ability to comprehend and research solutions to problems. - Strong written communication skills in English. - Proficiency in using computers, including web-based applications. - Capacity to learn and adapt in a dynamic technical environment. - Willingness to work flexible hours, including rotating shifts, nights, weekends, and holidays. - Capability to work independently. Additional Company Details: Lightcast is a prominent global leader in labor market insights, headquartered in Moscow (ID) and Boston (MA), with offices in the United Kingdom, Europe, and India. Collaborating with partners across six continents, Lightcast strives to drive economic prosperity and mobility by providing essential insights to enhance the development of individuals, institutions, companies, and communities.,