Associate Technical Support Engineer (11AM - 8PM)

| Austin

Job Description:

If you're interested in being part of an amazing team that is a customer satisfaction leader and is working towards being one of the top global software support organizations, here's where you'd be able to make a difference:

  • Monitor requests through multiple channels including email and phone, providing support and responding to queries from our customers in an accurate and timely manner 
  • Escalate problems to the correct teams where appropriate 
  • Resolving simple requests without needing to escalate 
  • Identifying documentation requirements 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 

We need a customer focused individual with an enthusiasm for technology and social media and who loves engaging with people. We're looking for someone who gets a kick out of helping their colleagues as well as solving problems for customers. There'll be plenty of opportunities to learn about our products and develop your career in a technical or customer-centric direction.

This position has working hours from 11 am-8 pm with breaks included as part of a global operation, so please be aware of this prior to applying.

As part of a global 24/7 support team, occasional rotation within an on-call system for specific weeks or weekends may be required, so please be aware of this prior to applying.

 

Desired Qualities & Skills

The Associate Technical Support Engineer role is entry level technically and is responsible for ensuring that our customers are communicated with, our internal staff members are followed up on, and dealing with the bulk of our straightforward technical questions. This team takes on learning the system and technologies, but we have the luxury of training you in the details. 

 

Required:

  • Some experience in customer and/or technical support roles
  • Demonstrable interest in software and technology 
  • Ability to understand and troubleshoot basic technical issues 
  • Excellent written and spoken communication skills 
  • Able to communicate effectively between teams and individuals of varying technical expertise
  • An overall desire to grow a career in a technical support role
  • Able to multi-task effectively while working on customer issues 
  • Bachelor's Degree in Computer Science, Information Technology or related field Technical or support certifications such as HDI, ITIL, MCSA: SQL or Oracle SQL Expert 

 

Why you should join our team

We have a technical boot camp in which you'll learn how to work with our products, focus your attention on the right things that our customers need and understand how to empathetically work with our customers. Our motivation is to truly make a difference on each case by responding quickly and with high quality. 

We earn the loyalty and trust of our customers by setting a new standard for amazing support every interaction, every day. 

The team is hoping to find someone who is energized by social media, customer support, and solving complex challenges. We're open, transparent and hardworking. Our culture is as exciting as our products and we're looking for another person to join. Come check us out!

Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • HTMLLanguages
    • CSSLanguages
    • ReactLibraries
    • ReduxLibraries
    • MySQLDatabases
    • RedisDatabases

Location

7300 Ranch Road 2222 , Austin, TX 78730-3204

An Insider's view of Khoros

What are some social events your company does?

Khoros Austin embodies cultural diversity through inclusivity and team engagement. Not only do we offer daily catered lunches and weekly bootcamp and yoga classes, but we organize unique monthly happy hour experiences, (mixology contests, candle making, mindfulness classes) quarterly volunteer opportunities and partnerships with local non-profits.

Laura Whitefield

ATX Senior Executive Assistant & Cultural Specialist

How does the company support your career growth?

After trying on quite a few different roles, I feel so fortunate to have found the perfect one for me. My managers have always been so helpful in making sure to elevate and help me prep for the right opportunities to provide value for the company and help me transition into a role that I love.

Sidney Gomez

Sales Engineer

How has your career grown since starting at the company?

I've had multiple opportunities to learn and grow at Khoros. I began as a Recruiter and was promoted to Recruiting Lead within a year. Having worked in recruiting a while, earlier this year, I was interested in a career shift and was supported through a transition into Sales Engineering. My career has grown exponentially since being at Khoros.

Kristine Lim

Associate Sales Engineer

What are Khoros Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We provide free breakfast on Monday, Tuesday, Wednesday, Thursday, Friday. Employees get free lunch on Monday, Tuesday, Wednesday, Thursday.
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

We offer a great wellness perk of $50 a month that you can use for acupuncture, art and/or cooking classes, massages, ski or snowboarding passes/lessons, yoga and pet sitting services (...plus much more!). We've hosted healthy cooking classes alongside having healthy fruit and veggies delivered to the office. Oh, and cold brew, we have that too!

More Jobs at Khoros15 open jobs
All Jobs
Dev + Engineer
Legal
Marketing
Operations
Sales