LivePerson - Customer Response Specialist
Requirements
• Communicating effectively with customers regardless of their English proficiency or technical skills • Prioritizing competing inquiries to ensure all customers are serviced according to established SLAs • Simplifying technical information for easy understanding • Naturally curious about exploring technical challenges and solutions • Demonstrating competent knowledge of HTML and CSS • Troubleshooting REST/SOAP APIs • Using browser-based tools to troubleshoot reported issues - cache, cookies, and network tab/dev tools • Diagnosing issues using log analytics and monitoring tools • Additional skills (Plus): SQL for reading and writing queries • Additional skills (Plus): Troubleshooting in JavaScript • Additional skills (Plus): Prior experience in Leadership roles • 3+ years of experience in a technical role, support preferred • Obsession with providing an exceptional customer experience • Ability and willingness to work in shifts in a 24x7 operation, including nights, weekends, and holidays • Displays a calm demeanor in critical situations • Ability to work independently and also as part of a collaborative team • Leads by example with a strong commitment to our company values • Strives for continuous improvement and long-term success within the role and team. • Excellent English language skills in written and spoken communication • Hands-on experience with front and backend application support
Responsibilities
• Correctly prioritizing cases in real-time based on existing definitions • Identify and effectively manage crisis scenarios, including high-priority issues • Performing customer-facing incident management responsibilities • Managing break/lunch assignments to ensure adequate coverage • Effectively leveraging team members to meet SLAs in times of high volumes to minimize missed support opportunities • Promoting high NPS • Being the technical and soft skills lead, ensuring that established processes and procedures are followed • Promoting effective communication between team members • The Point of Contact for internal customer questions • Answering web messaging conversations and phone calls from customers, and managing inquiries from internal teams • Monitoring, diagnosing, and proactively communicating customer-specific alerts internally and externally
Benefits
• Health: medical, dental, and vision • Time away: 28 vacation days • Development: Generous tuition reimbursement and access to internal professional development resources. • Additional: Food Vouchers. • Multisport card • As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. • Belonging at LivePerson:
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