Technical Support Shift Supervisort

Profile

LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including Citi, HSBC, Disney, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are.
We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.
You will thrive here if:
You can operate in a fast paced, dynamic environment
You can build partnerships that move our business forward
You build code that is simple, understandable, and clean
You see feedback or failure as motivation to learn and to grow
You believe data-driven decision making is the norm
You relate to our core principles (
link
) and want to work with Conversational AI experts
In this role you will:
Supervise day-to-day operations of the 24x7 Tier 1 support team by:
Correctly prioritizing cases in real time based on existing SLA definitions
Effectively managing crisis scenarios (ex: service interruptions, urgent production bugs, supervisor escalation requests)
Managing break/lunch assignments to ensure adequate coverage
Effectively leveraging team members to meet SLAs in times of high chat or call volumes to minimize missed support opportunities
Promoting high CSAT
Being the technical and soft skills lead for Tier 1, ensuring that established processes and procedures are followed
Promoting effective communication between team members
Being the Point of Contact for internal customer questions
Answering overflow messaging conversations
Working high priority cases and reviewing escalated cases to ensure no high priority cases were missed
Identifying and prioritizing issues and escalations using defined processes
You should be an expert in:
Communicating with customers regardless of their english proficiency or technical skills
Prioritizing competing inquiries so that all customers are serviced according to established SLAs
Communicating technical information in a way that is easy to understand
Analytical mindset when it comes to questioning established processes and procedures
Basic knowledge of HTML and CSS
Troubleshooting REST/SOAP APIs
Networking knowledge (IP addresses, firewalls, web filters)
Using browser based tools to troubleshoot reported issues - cache, cookies, network tab/dev tools
Plus: SQL, able to read and write basic queries
Plus: Javascript troubleshooting
Plus: Mobile App troubleshooting
What you need for success:
3-5 years of experience in a technical support role
Advantage: Experience leading or mentoring colleagues as tech lead or supervisor
Obsession with providing an exceptional customer experience
Ability to work in shifts in a 24x7 operation
Displays a calm demeanor in critical situations
Ability to work independently
Excellent English language in written and spoken communication skills
Application support hands-on experience (not IT / helpdesk support)
Why you’ll love working here:
LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer top tier tech & data science colleagues, along with opportunities to push your own limits. We embrace invention and experimentation. You’ll have great benefits, flexible time off, plus snacks and drinks to keep your mind fresh and stomach full. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.
At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. 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 regardless of criminal histories, consistent with legal requirements.

Company info

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