Customer Support Engineer LiveOps
LiveOps is looking for a Customer Support Engineer to join our Customer Support organization. We are a growing company in the exciting cloud contact center and customer service solutions and in this role, you'll directly contribute to our continued growth and success by providing technical support and excellent service to our customers helping to improve our customer satisfaction levels.
The ideal candidate for this role will be a multi-faceted ?up-and-comer? with 2 to 4 years of Customer Support experience, and a strong desire to learn and grow rapidly in a dynamic ?start-up? environment. Strong communication skills are a MUST! You must have a demonstrated ability to interact with individuals at all levels of an organization, and you must posses a strong sense of urgency with regard to customer satisfaction. Organizational skills and detail orientation are essential, and project management or account management experience is highly desirable. The ability to multi-task in a fast-paced environment is crucial, as is the ability to prioritize accurately while managing multiple projects. The successful candidate will also have a strong analytical aptitude, and the business acumen to enable sound decisions to be made with regard to customer satisfaction.
Assist customers with technical support questions and problems via phone, email, and ticket submissions
Keen ability to replicate customer issues and work closely with Network Operations and Development teams to resolve problems
Effective and relentless daily management of support work queues (email, ticket)
Ability to provide clear and detailed notes in tickets to allow progressive troubleshooting of issues
Able to write easy to follow technical documentation for the internal and external knowledgebase
Use ticketing system to log customer issues/inquiries/requests and to generate management level reports
Ability to learn application functions quickly and thoroughly
Research, learn and help resolve complex or technical issues
Deliver clear, and effective customer communications verbally and in writing
Respond to customers in a timely fashion and manage simultaneous customer cases in a highly demanding environment.
Identify product issue and escalate bug cases as required
Replicate problems in a controlled environment to determine bug exist.
BS in computer science or related field or equivalent work experience
2-4 years in a customer facing Customer/Technical Support role
Self-starter with a positive and great attitude that takes the initiative to identify and solve customer issues
Ability to multi-task and prioritize the daily work load
Is self motivated and requires little supervision to complete assigned tasks
Experience in a software/application support role preferred
Experienced in telecommunications applications such as PBX, IVR, ACD, call routing
Experience in telephony trunking desired
Experience with cloud based and or hosted telecommunications systems
Exceptional customer service skills with a sense of urgency to resolve customer issues
Troubleshooting skills especially with web applications
Must possess the ability to work well both independently and in a team environment.
Ability to communicate well verbally and in writing required
Good organizational skills
LiveOps is the global leader in cloud contact center and customer service solutions. More than 200 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps? technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com.
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