Customer Operations Analyst

If you want to accelerate your learning and career growth in a forward-looking company, stop thinking about doing the same thing over and over again. Instead, think about the impact you could be having above and beyond your current role. 

Who are we looking for?

If you’re interested in being part of an amazing team that is a customer satisfaction leader, blends engineering operations and support, and is heavily involved in ensuring the success of the company, here’s where you’d be able to make a difference:

• Solve problems in an effective and measured manner.  You’ll be working primarily with highly technical teams focused on technical solutions and solving application issues.
• Drive complex issues to resolution for both internal and external customers through issue triage, product expertise, and guidance to resolve reported defects and questions. You will perform advanced troubleshooting, log analysis, modify code and help rollout operational solutions.
• Contribute to a detailed and comprehensive knowledge base that our clients and internal consumers can use to solve their own challenges without needing to get a hold of you.
• Sustain our 97%+ customer satisfaction rating by providing phenomenal, personalized support with our great customers
• Elevate the “typical” support role to a complex technical hybrid software and operational engagement.

Realistically, we need an experienced operations specialist who understands various web technologies, databases and tools who wants to roll up their sleeves and get their hands dirty.  Most important is the ability to truly critically think through a problem and come up with viable solutions in conjunction with your deep technical knowledge. We measure success by our customers renewing, so your customer service ability makes a huge difference. If you’re able to pull this all off, you’ll help us get to our goal of rising to the gold standard.

Our teams are very distributed, so being able to communicate via text and online is crucial. Our primary location for this particular opening is Austin, TX with an average of 3 days a week in the office.

This position has 24/7 on-call rotation responsibilities, so please be aware of this prior to applying.

What’s your day look like?
As a Customer Operations Analyst, you are critical for our long-term success! This business-critical role helps resolve escalated technical problems that our support team cannot solve as well as being on call for driving outages to resolution. You won’t be alone, however, as the other CO team members are there to help and engineering is but a stone’s throw a way.

As a full-time team member, the focus is on making our customer’s lives better through implementing operational improvements, enabling customers to solve any and all problems that might come up.  The primary responsibility for this role will be to resolve the most technical and escalated issues our customers face.

Your arsenal will include using industry standard tools and applications, internal and external web outlets, and your own troubleshooting background.

You will work closely with other teams at Lithium such as Front-Line Support, Engineering, Professional Services, Sales, Customer Success and other teams necessary to ensure customer satisfaction and move issues along towards a swift resolution.

Desired Qualities & Skills

If you can accomplish the above, you’ve got what it takes. Our Customer Operations Analysts are responsible for providing our internal and external team members with extraordinary customer service and support. Our team members need to have an attitude and personality that makes them suited to work with people (our customers and their co-workers!) and make those people happy.  

The Customer Operation Analyst role is experienced technically and is responsible for making the rest of the team more effective. In today’s ever-changing social landscape, we need someone who’s up-to-date on the latest and greatest web tools and platforms. To do so, we use Web 2.0 architecture, REST APIs, JSON, XML, relational databases and networking in our day to day lives.  This means a proficiency with programming, script languages, and relational databases is definitely experience that’s needed to succeed.    If your background includes a strong social web interest, that’s a serious plus!

Expected “Preferred Skills” List

To help you out in figuring out what we’re looking for, here are some examples of the skills our current team has (or could use). Not having all the skill sets will not discount you from consideration as we are looking to round out our team effectively! These are simply plusses and should be showcased.

Education

• Bachelor’s Degree in Computer Science, Information Technology or related field
• Technical or support certifications such as ITIL, MCSA: SQL or Oracle SQL Expert

  Technical

• 3+ years of experience in complex technical support roles, ideally analyzing and supporting web applications
• Previous demonstrated experience in a number of the following technical domains:
  • Web 2.0 architecture and solutions
  • AWS Infrastructure
  • JSON and XML data solutions
  • REST API
  • Relational databases (Oracle, MySQL)
  • Networking (TCP/IP, SSL, HTTP, etc.)
• Expertise in supporting complex Enterprise software solutions (ERP, CRM, etc) instead of more typical technical support. We don’t follow a script here!
• Willingness to learn Java for further growth within support

  Client Facing

• Experience as a senior Customer Service Technical Support Specialist, Technical Analyst, or other customer focused technical function
• Familiar with the latest and greatest social channels (forums, Facebook, Twitter, etc.)
• Ability to type 30+ WPM and multi-task effectively while working on customer issues
• Willingness to travel occasionally when the need arises (<10%)
• Initially, this role has very little responsibility in direct client interactions although everything you’ll do immediately impacts the customer ability to leverage our systems,

General

• Experience with Lithium applications
• Experience with moderation and/or management of online social platforms
• Experience with any (or all) of the following tools: #slack, JIRA, Salesforce.com, Confluence, etc.
• Rotational 24/7 availability

Why you should join our team

With a 98%+ customer satisfaction, a team that’s been described as “legends”, “driven” and “dedicated”, we’re looking for someone who really wants to make a difference.  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, we’ve been ranked as one of Glassdoor’s Best Place to Work. Come check us out!