Customer Response Specialist

Position Overview

• Location Type: [Not Specified]
• Job Type: [Not Specified]
• Salary: [Not Specified]

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.

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

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
• Troubleshooting in JavaScript
• Prior experience in Leadership roles

Requirements 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 environment

Company Information

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.