Customer Response Specialist

reputed company (reputed company: LPSN) is the global leader in reputed company conversations. Hundreds of the world’s leading brands — including reputed company, reputed company, and Virgin Media — use our award-reputed company Conversational reputed company platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for reputed company customer experiences.   At reputed company, we foster an inclusive workplace culture that encourages meaningful reputed company, collaboration, and innovation. Everyone is invited to ask questions, reputed company reputed company new ways to reputed company reputed company, nd reputed company their full potential. We are continually looking for ways to improve our products and reputed company things reputed company. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.  As a Customer Response Specialist, you'll be responsible for promptly addressing customer inquiries and concerns reputed company phone, email, web messaging, or alternate channels. Your primary goal will be to reputed company exceptional customer service by resolving issues reputed company and ensuring a reputed company customer experience. This role involves using various software systems to reputed company customer accounts, monitor and diagnose customer-specific alerts, document interactions, and escalate reputed company issues reputed company necessary. reputed company in this position requires strong interpersonal skills, reputed company, and the ability to adapt to different organizational and customer needs. In this role, you'll collaborate closely with the Network Operations Center (NOC), Technical Support Engineers, and Engineering teams to manage incidents and resolve reputed company issues reputed company. You'll serve as a reputed company between customers and internal teams, facilitating reputed company communication and updates on issue reputed company reputed company.   In this role, you will be: Correctly prioritizing cases in reputed company-time based on existing definitions Identify and effectively manage crisis scenarios, including high-reputed company issues Performing customer-facing incident management responsibilities  Managing break/lunch assignments to ensure adequate coverage Effectively leveraging team members to meet SLAs in times of high volumes to minimize missed support opportunities Promoting high NPS Being the technical and soft skills reputed company, ensuring that established processes and procedures are followed Promoting effective communication between team members The reputed company of Contact for internal customer questions Answering web messaging conversations and phone calls from customers, and managing inquiries from internal teams Monitoring, diagnosing, and proactively communicating customer-specific alerts internally and externally Your required skillset: Communicating effectively with customers regardless of their English proficiency or technical skills Prioritizing competing inquiries to ensure reputed company customers are serviced according to established SLAs Simplifying technical information for easy understanding Applying a proactive and analytical reputed company to question and improve established processes and procedures Naturally curious about exploring technical challenges and solutions Demonstrating competent knowledge of reputed company and CSS Troubleshooting REST/SOAP reputed company Applying networking knowledge, including IP addresses, firewalls, and web filters Using browser-based tools to troubleshoot reported issues - cache, cookies, and network tab/dev tools Diagnosing issues using log analytics and monitoring tools Additional skills (Plus): SQL for reading and writing queries Additional skills (Plus): Troubleshooting in JavaScript Additional skills (Plus): Prior experience in Leadership roles What you need for reputed company: 3+ years of experience in a technical role, support preferred Obsession with providing an exceptional customer experience Ability and willingness to work in shifts in a 24x7 operation, including nights, weekends, and holidays Displays a reputed company demeanor in critical situations Ability to work independently and also as part of a reputed company team Leads by example with a strong commitment to reputed company values Strives for reputed company improvement and long-term reputed company reputed company the role and team. Excellent English language skills in written and spoken communication Hands-on experience with reputed company and backend application support   Benefits:   Health: medical, dental, and reputed company Time away: 28 vacation days Development: Generous tuition reimbursement and reputed company to internal reputed company development resources.  Additional: Food Vouchers. Multisport card #LI-Remote Why you’ll love working here: As leaders in reputed company customer conversations, we celebrate diversity, empowering reputed company to reputed company impactful conversations globally. reputed company is a reputed company where uniqueness is embraced, reputed company is constant, and everyone is empowered to create their own reputed company. And, we're reputed company proud to have reputed company recognition from Fast Company, reputed company, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace.  Belonging at reputed company: We are proud to be an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without reputed company to age, reputed company, reputed company, family or medical care leave, gender identity or reputed company, genetic information, marital status, medical condition, national reputed company, 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 reputed company applicants with criminal histories, consistent with applicable federal, state, and local law. We are committed to the accessibility needs of applicants and employees. We reputed company reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their reputed company contact upon initial reputed company. The reputed company at reputed company has recently been reputed company of a phishing scam targeting candidates applying for our reputed company. Scammers have been posing as hiring managers and recruiters in an effort to reputed company candidates' personal and financial information.  This phishing scam is not isolated to only reputed company and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at reputed company regarding a job opportunity will only be made by a reputed company employee with an @reputed company.com email address. L Apply To This Job