Customer Response Specialist

Job Description

LivePerson, a global leader in enterprise conversations, is seeking a Customer Response Specialist. The successful candidate will be responsible for addressing customer inquiries and concerns promptly through various channels, providing exceptional customer service, and ensuring a positive customer experience. This role involves collaborating with internal teams to manage incidents and resolve complex issues efficiently.

Responsibilities:

• Prioritizing cases in real-time
• Managing crisis scenarios
• Performing customer-facing incident management
• Managing break/lunch assignments
• Leveraging team members to meet SLAs
• Promoting high NPS
• Serving as a technical and soft skills lead
• Acting as the Point of Contact for internal customer questions
• Answering web messaging conversations and phone calls
• Monitoring and communicating customer-specific alerts

Requirements:

• Communicating effectively with customers
• Prioritizing competing inquiries
• Simplifying technical information
• Applying a proactive and analytical mindset
• Demonstrating knowledge of HTML and CSS
• Troubleshooting REST/SOAP APIs
• Applying networking knowledge
• Using browser-based tools for troubleshooting
• Diagnosing issues using log analytics and monitoring tools
• 3+ years of experience in a technical role, support preferred
• Ability and willingness to work in shifts in a 24x7 operation
• Displays a calm demeanor in critical situations
• Ability to work independently and collaboratively
• Excellent English language skills
• Hands-on experience with front and backend application support

Benefits:

• Medical, dental, and vision insurance
• 28 vacation days
• Tuition reimbursement
• Internal professional development resources
• Food Vouchers
• Multisport card