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Customer Response Specialist

3 weeks, 1 day ago
Bulgaria
Full-time
Mid Level
Customer Support
Customer and Technical Support
CSS HTML JavaScript REST API SQL
Apply Now
LivePerson

LivePerson

LivePerson is a global leader in Conversational AI, offering real-time intelligent customer engagement solutions through their platform, LiveEngage, for over 18,000 clients worldwide.

Internet Software & Services
1K-5K
Founded 1995
View All Jobs 22

Description

  • Respond promptly to customer inquiries and concerns via phone, email, web messaging, and other channels.
  • Prioritize cases in real time and manage high-priority or crisis situations.
  • Perform customer-facing incident management and coordinate issue resolution.
  • Monitor, diagnose, and proactively communicate customer-specific alerts internally and externally.
  • Serve as the point of contact for internal customer questions and updates.
  • Collaborate with the NOC, Technical Support Engineers, and Engineering teams to resolve complex issues.
  • Document customer interactions and escalate complex cases when needed.
  • Manage break and lunch assignments to maintain coverage during busy periods.
  • Help meet SLAs during periods of high volume by leveraging team members effectively.
  • Promote effective communication, process adherence, and high customer satisfaction/NPS.

Requirements

  • 3+ years of experience in a technical role, with support experience preferred.
  • Strong English written and spoken communication skills.
  • Ability to work in shifts in a 24x7 operation, including nights, weekends, and holidays.
  • Experience with front-end and back-end application support.
  • Working knowledge of HTML and CSS.
  • Experience troubleshooting REST/SOAP APIs.
  • Knowledge of networking concepts such as IP addresses, firewalls, and web filters.
  • Ability to troubleshoot issues using browser tools such as cache, cookies, and network tab/dev tools.
  • Experience diagnosing issues with log analytics and monitoring tools.
  • SQL experience for reading and writing queries is a plus.
  • JavaScript troubleshooting experience is a plus.
  • Prior leadership experience is a plus.

Benefits

  • Medical, dental, and vision insurance.
  • 28 vacation days.
  • Generous tuition reimbursement.
  • Access to internal professional development resources.
  • Food vouchers.
  • Multisport card.
  • Remote-friendly work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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