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Socialtext is looking for a highly technical, friendly, and helpful customer support engineer to assist users of our award-winning web-based collaboration tool. The ideal candidate will love helping people use computers and web technology, and be able to interact well with people of all levels of technical sophistication over both email and telephone.

Responsibilities

* Develop a deep understanding of our application
* Answer Socialtext helpdesk request tickets via web interface
* Work with developers to identify and resolve more complicated problems
* Address urgent issues quickly
* Codify frequent issues into documented or scripted processes
* Assist with product QA from a user's point of view
* Document required bug fixes, end-user feature improvements, and operations feature improvements
* Act as customer advocate in the product development process

Requirements

* Passion for social software and helping the people who use it to work together
* Prompt, responsive, responsible and friendly approach to customer problems
* Ability to rapidly gain in-depth knowledge of Socialtext application
* Linux/Unix, Apache, and SMTP knowledge
* Some Perl and HTML/CSS experience
* Excellent troubleshooting skills
* Aptitude for streamlining process to make one's job more efficient
* Ability to effectively juggle/prioritize multiple tasks

Please send your e-mail with only your name in the subject line.
In the body of the e-mail please put with square brackets [Job Posting: Customer Support Representative 02].
Paste your resume as text in the body of the e-mail.



Please, no phone calls about this job!
Please do not contact job poster about other services, products or commercial interests.

email: jobs-support@socialtext.com