• Customer Support Engineer, Litmos

    Job ID
    2018-4602
    Category
    Customer Service/Support - Technical Support
    Location
    US-CA-Dublin
  • Overview

    CallidusCloud, now part of SAP, is the global leader in cloud-based sales, marketing, learning, and customer experience solutions. CallidusCloud enables organizations to accelerate and maximize their lead to money process with a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote, speed up contract negotiations, properly recognize revenue under ASC 606, and streamline sales compensation—driving bigger deals, faster. Over 6,400 leading organizations, across all industries, rely on CallidusCloud to optimize the lead to money process to close more deals for more money in record time.

     

    Litmos, part of SAP, is a SaaS based Learning Management System (LMS) that is the fastest growing learning technology company in the world, supporting more than 4,000,000 users in 130+ countries and 22 languages. We are disrupting the corporate learning domain by offering a fast, easy to use product that really delivers on the features that people need the most to run successful online learning programs.

     

    Customer Support is an integral part of the customer journey and plays a vital role in the success of our business. Working across multiple channels, the Customer Support Engineer’s role includes (but is not limited to) resolving questions from customers, partners and consultants on the correct use of features and functionality within the Litmos User Interface. We are looking for a Customer Support Engineer to join our team in Dublin. 

    Responsibilities

    • Act as the first point of contact for all Litmos customers, consultants and partners.
    • Provide phone and email assistance to customers, consultants and partners on the usage of Litmos products.
    • Perform case troubleshooting to diagnose and resolve problems.
    • Provide phone assistance to customers who call in for update or escalation on their cases.
    • Proactively communicate client status, concerns and issues to appropriate management team.
    • Contribute to Litmos Community and knowledgebase.
    • Update Support case tracking system to provide accurate and current documentation of issues.
    • Flexible with regard to working hours - morning, afternoon, night and weekend shifts on a rotational basis.

    Qualifications

    • Bachelor’s degree in Engineering, Technology or related field required.
    • Experience in a customer support environment, SaaS experience a plus.
    • Experience in web application support, preferably LMS.
    • Knowledge of HTML, CSS, SSO, REST-based API integrations is a plus.
    • Knowledge of the Salesforce platform is a plus.
    • Experience with any of our Connected Apps is an plus; http://www.litmos.com/marketplace/connected-apps/.
    • Experience working with a ticket tracking tool such as Zendesk or similar.
    • Ability to work well in a fast paced environment and overcome challenges with minimal guidance.
    • Excellent organizational, customer relationship, verbal and written communication skills.

     

    Callidus Software (d.b.a. CallidusCloud) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age status as a protected veteran, or status as a qualified individual with disability.

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