Associate Customer Support Engineer

As an Associate Customer Support Engineer at Lightcast, you will be the initial point of contact for customers, aiming to assist them in maximizing the value they provide to learners and job seekers. Your primary tasks will include receiving inbound support requests, establishing a rapport with customers, and utilizing internal resources to provide timely and clear answers to their inquiries about Lightcast products. By being a knowledgeable expert, you will deliver product support leadership that customers can rely on in their times of need. Responsibilities: - Receive inbound support requests and build a solid relationship with customers for present and future product support queries. - Appropriately diagnose customer inquiries and explore potential solutions using internal resources such as knowledge bases and FAQs; communicate resolutions to customers for prompt and conclusive outcomes. - Escalate product and service issues to the Senior Product Support Engineer on duty for further investigation. - Document and monitor customer interactions and resolutions in the ticketing system. - Meet or exceed the Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) established by Lightcast leadership and propose strategies for enhancing performance. Experience and Education: - Ability to comprehend and research solutions to problems. - Proficient written communication skills in English. - Good understanding of computers, including web-based applications. - Capability to learn and adapt in a fast-paced technical setting. - Willingness to work flexible hours, including rotating shifts that may include nights, weekends, and holidays. - Ability to work independently. Lightcast, a global leader in labor market insights, has its headquarters in Moscow (ID) and Boston (MA), along with offices in the United Kingdom, Europe, and India. Collaborating with partners across six continents, Lightcast aims to drive economic prosperity and mobility by offering the necessary insights to foster growth in people, institutions, companies, and communities. As an Associate Customer Support Engineer at Lightcast, you will be the initial point of contact for customers, aiming to assist them in maximizing the value they provide to learners and job seekers. Your primary tasks will include receiving inbound support requests, establishing a rapport with customers, and utilizing internal resources to provide timely and clear answers to their inquiries about Lightcast products. By being a knowledgeable expert, you will deliver product support leadership that customers can rely on in their times of need. Responsibilities: - Receive inbound support requests and build a solid relationship with customers for present and future product support queries. - Appropriately diagnose customer inquiries and explore potential solutions using internal resources such as knowledge bases and FAQs; communicate resolutions to customers for prompt and conclusive outcomes. - Escalate product and service issues to the Senior Product Support Engineer on duty for further investigation. - Document and monitor customer interactions and resolutions in the ticketing system. - Meet or exceed the Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) established by Lightcast leadership and propose strategies for enhancing performance. Experience and Education: - Ability to comprehend and research solutions to problems. - Proficient written communication skills in English. - Good understanding of computers, including web-based applications. - Capability to learn and adapt in a fast-paced technical setting. - Willingness to work flexible hours, including rotating shifts that may include nights, weekends, and holidays. - Ability to work independently. Lightcast, a global leader in labor market insights, has its headquarters in Moscow (ID) and Boston (MA), along with offices in the United Kingdom, Europe, and India. Collaborating with partners across six continents, Lightcast aims to drive economic prosperity and mobility by offering the necessary insights to foster growth in people, institutions, companies, and communities.