Customer Response Specialist

LivePerson

New York, New York, United States

New York, New York, United States

À propos

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, and 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 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 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 Diagnosing issues using log analytics and monitoring tools Additional skills (Plus): SQL for reading and writing queries 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 back end application support Health: medical, dental, and vision Development: Generous tuition reimbursement and access to internal professional development resources. Multisport card 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.
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New York, New York, United States

Compétences linguistiques

English

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