[Hiring] Customer Response Specialist @LivePerson

Role Description

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
• Identifying and effectively managing 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

Qualifications

• 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

Requirements

• 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
• Multisport card