Tier 1 Technical Support Engineer

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 intention 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 see feedback or failure as a motivation to learn and grow
You believe data-driven decision making is the norm
You relate to our core principles and want to work with conversational AI experts
In this role you will:
Provide world-class, first contact technical support and on-boarding assistance to international clients through online messaging
Diagnosis and resolution of routine customer inquiries
Accurately assess the severity of client’s business disruptions during crisis scenarios
Assist clients with the product on-boarding process and support the client's drive towards self-sufficiency
Apply LivePerson's suite of products and solutions to achieve customer objectives and align with LivePerson's revenue growth goals
Work with, and define automation procedures and tools during the day-to-day operations
Management of customer interaction with professionalism
You should be an expert in:
Excellent English language in written and spoken communication skills
Native Spanish or Portuguese speaking skills (verbal and written)
Ability to work in 24x7 shifts, 5 shifts a week (including weekends and Holidays)
Prior experience in customer service via chat or telephone
Good understanding of web technologies - HTML, CSS, JavaScript
Great interpersonal skills
Technical troubleshooting ability
Ability to work in a team environment
Ability to multi-task & work under pressure without compromising quality
Excellent customer orientation and communication skills
Familiarity with API’s - an advantage
Familiarity with Elastic Stack - an advantage
A Bachelor's degree - an advantage

Company info

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