Customer Response Specialist
LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.
At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.
As a Customer Response Specialist, you'll be responsible for promptly addressing customer inquiries and concerns via phone, email, web messaging, or alternate channels. Your primary goal will be to provide exceptional customer service by resolving issues efficiently and ensuring a positive customer experience. This role involves using various software systems to access customer accounts, monitor and diagnose customer-specific alerts, document interactions, and escalate complex issues when necessary.
Success in this position requires strong interpersonal skills, empathy, and the ability to adapt to different organizational and customer needs. In this role, you'll collaborate closely with the Network Operations Center (NOC), Technical Support Engineers, and Engineering teams to manage incidents and resolve complex issues efficiently. You'll serve as a liaison between customers and internal teams, facilitating clear communication and updates on issue resolution progress.
In this role, you will be:
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
Your required skillset:
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
Applying a proactive and analytical mindset to question and improve established processes and procedures
Naturally curious about exploring technical challenges and solutions
Demonstrating competent knowledge of HTML and CSS
Troubleshooting REST/SOAP APIs
Applying networking knowledge, including IP addresses, firewalls, and web filters
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
What you need for success:
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
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.
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Why you’ll love working here:
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:
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.
We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.
The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.
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