Technical Support

Livefyre's content marketing and engagement platform helps companies engage consumers through a combination of real-time conversation, social curation, content and advertising.

We’re looking for sharp, curious, and driven individuals to join our industry-leading Customer Support staff. From day one, Livefyre has put the utmost emphasis on fast, extremely high-quality customer support and our team is growing! You’ll work with dozens of Fortune 500 companies and some of the largest brands & publishers in the world on a daily basis. You’ll be the front line and face of Livefyre for all of our customers, and you’ll play a vital role in changing how the internet engages with social content. If you’re an extremely web-savvy Customer Support professional who’s passionate about jumping in and solving problems, we want to talk to you!

As a Support Specialist you'll be the first point of contact on the Livefyre team for many of our customers. We will count on you to:

• Develop an encyclopedic knowledge of the Livefyre products and stay current on new releases
• Quickly and effectively manage support tickets and feature requests
• Meet or exceed all weekly and monthly Enterprise and Community support goals
• Collaborate with our Customer Success, Product, and Engineering teams to guide support requests from the initial inquiry to a delivered solution
• Take the initiative to ensure every customer request is handled with the care and delicacy required
• Analyze customer support data to provide our organization with trends, projections, and action points - especially for future product development
• Learn and manage support tools to maintain an efficient, effective support process

We're looking for stellar, social media-savvy trouble-shooters who know the in's and out's of modern web platforms and love a fast-paced environment. This list describes you to a T:

• 1-2 years experience in a Customer Support role for a SaaS product or service
• Working knowledge of modern Content Management Systems (Adobe AEM, WordPress, Drupal) and other web publishing platforms
• Proficiency with CSS, HTML, and a basic knowledge of JavaScript
• The ability to evaluate, troubleshoot, and follow-up on customer issues in a timely manner as well as replicate and document clearly for further escalation
• Familiarity with customer service platforms (e.g. ZenDesk)
• Knowledge of bug-tracking software such as Jira and Pivotal
• Excellent oral and written communication skills, and an awesome personality to pair them with