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Senior Customer Support Engineer LiveOps
THIS JOB HAS EXPIRED
LiveOps is looking for a highly experienced, and technically savvy Senior Customer Support Engineer to help lead our Support Center team. We are a profitable and growing company in the exciting virtual, on demand contact center space and in this role, you will be an integral part in meeting and exceeding the needs of our customer base through issue resolution to SLA; helping to drive complex client issues to closure; helping to improve support tools and instrumentation; and helping to mold the charter and support services for the Support organization. This is a phenomenal opportunity to contribute to building a best in class support capability at a successful and growing company that is revolutionizing the world of work. The ideal candidate for this position is someone who possesses a blend of seasoned technical experience in creating/supporting Web Applications; exemplary Customer Service experience; and Business acumen. This candidate should also have a great attitude that contributes and helps to grow the LiveOps culture.Responsibilities
Serve as the Technical Support Lead for the Support group
Able to inspire and motivate team members to achieve team goals
Quick learner with the Ability to gain deep knowledge of the LiveOps platform and services and utilize this knowledge to solve simple to complex customer issues
Fosters Teamwork and is a catalyst for sharing and ensuring Knowledge consistency
Evangelizes and actively contributes to improving the Support process
Focused on SLA management and strives to exceed them
Work with cross functional teams to resolve client problems/requests and responsible for ongoing operational support
Ability to prioritize tasks based on Client and Business needs
Able to chair and facilitate customer facing conference calls
Participate in Client meetings and Availability reviews
Ability to handle all first level management escalations
Versed in sending client communications
Qualifications
BS in computer science or related field or equivalent work experience
3-5 years of related business and support experience in a 24/7 customer facing support role
2+ years of programming/scripting experience
2+ years of Web application support in a fast paced environment
2+ years of 24/7 client facing support experience
2+ years of Salesforce CRM, Bugzilla or similar ticketing systems as a power user
Able to work independently and in a Team setting
Working knowledge of ITIL best practices
Strong reporting and metrics experience
Strong troubleshooting and analytical skills
Exemplary communications skills at all levels required
Project Management Skills: Must be detail-oriented, organized, and able to quickly prioritize tasks and projects
Cross-functional team management capability: Must have the ability to engage and manage resources across several internal or external functions of the organization
About LiveOps
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.
| Location: | Redwood City, CA United States |
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THIS JOB HAS EXPIRED
LiveOps
Investors: August Capital, Benchmark Capital, CMEA Capital, IVP-Institutional Venture Partners, Menlo VenturesAll Jobs: at LiveOps
| Web Site: | www.liveops.com |
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| Headquarters: | 3340 Hillview Avenue Palo Alto, CA 94304 United States |
| Industry: | IT Services |
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