Associate Technical Support Engineer at Khoros

+2 more | Remote
Sorry, this job was removed at 6:03 p.m. (CST) on Wednesday, April 6, 2022
Find out who’s hiring remotely Nationwide
See all Remote jobs Nationwide
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Overview
At Khoros, our passion is to help the world's best brands create customers for life. We build products we're proud of, and we're passionate about customer success. As part of the Vista Equity family, you'll receive best in class development opportunities and the ability to work with customers like Samsung, HP, Sony and Visa.
The Khoros engagement platform comprises Online Community, Social Media Management and Messaging products for social customer service, social support and social media marketing teams to listen, respond and act on customer conversations - creating deep relationships and fostering brand loyalty and advocacy.
The best Fortune 1000 companies in the world trust Khoros to help them build closer, more personalized and trusted relationships with their customers. Some of our clients: HP, Samsung, and LiveNation (to name a few). We are a Vista Equity Partners portfolio company, growing fast and adding new products to our platform organically and inorganically.
Responsibilities
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. Here's where you'd be able to make a difference:
  • Monitor requests through multiple channels including email and phone, providing support and respond 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

Please note that the working hours will be 12pm - 8:30pm CST
Qualifications
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.
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.
Requirements
  • 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 multitask effectively while working on customer issues

The role is budgeted between $52k - $58K base salary range with a 5% Bonus. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications. Your actual pay will be based on your skills and experience - talk with your TA to learn more.
Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • HTMLLanguages
    • CSSLanguages
    • KubernetesLanguages
    • ReactLibraries
    • ReduxLibraries
    • MySQLDatabases
    • RedisDatabases
    • SalesforceCRM
    • MarketoLead Gen

An Insider's view of Khoros

What are some social events your company does?

Khoros 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 nonprofits.

Laura Whitefield

Senior Executive Assistant & Cultural Specialist

What does your typical day look like?

My day starts with a quick check of Slack for anything urgent. Daily meetings include selecting new vendors, working on implementations, supporting the business with projects, or having 1x1s. I try to block time for focused project work, daily walks, and lunch away from my desk. In between, I'll catch up on our social Slack channels!

Deb de Freitas

Director, Business Systems

How do your team's ideas influence the company's direction?

It’s our mission to internally plug Strategic Services into every team throughout Khoros. We’re super-users of the product, so we provide input and feedback. We interact with customers daily, so we convey what they’re asking for, and we want to facilitate collaboration to make an even stronger “One Khoros.”

Spike Jones

General Manager, Khoros Strategic Services

What are Khoros Perks + Benefits

Khoros Benefits Overview

Our employees are the heart of Khoros. We live better thanks to our competitive benefits package and employee-first culture. Employees can take care of themselves, their families, and also lead a healthy work-life balance. This includes working-from-home, office, or hybrid, volunteering for their communities, and competitive health & life insurance plans, in addition to wellness benefits and programs. Each Khoros office also features location-specific perks, such as commuter benefits, catered lunches, and recreational clubs. We recently earned a TrustRadius Tech Cares Award, highlighting our strong corporate social responsibility (CSR) efforts.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
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
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
$50/month offered for employee wellness
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

More Jobs at Khoros

Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Khoros's full profileSee more Khoros jobs