Technical Support Specialist

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud 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 better customer experiences.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.

What You Will Own:

• Multitask in a fast-paced, dynamic environment.
• Learn and retain knowledge of new and existing services offered by the company in order to assist with support requests related to:

Our messaging platform. A web-based application used to accept incoming conversations and manage settings of each unique account.

• Our open-platform concept. We have an API-based approach that allows our customers the ability to customize their solutions.
• Respond to support requests that are received via messaging
• Work with global customers to resolve complex technical issues and maintain high customer satisfaction.
• Provide technical support, ensuring that department goals are achieved.
• Follow the escalation process: promptly identify cases to be escalated and ensure cases are prepared for escalation (thoroughly investigated and documented).
• Provide ongoing feedback on product usability and suggestions for improvement and provide technical leadership.

What you will learn:

• Become an expert on the proprietary Conversational Cloud messaging platform
• How to determine the root cause of varying issues on the customer’s website
• How to investigate errors using Developer Tools, ElasticSearch (Kibana), and other troubleshooting tools
• How to investigate API-related issues
• Expand your technical troubleshooting capabilities

What You Need for Success:

• Proven customer service and technical troubleshooting skills with Enterprise level clients
• Excellent written and verbal communication skills in English
• Self-learner with the ability and desire to acquire new knowledge and work with new technologies
• Basic knowledge in troubleshooting SaaS applications
• Basic knowledge of Networking (Firewall, ipconfig, etc.)
• Basic knowledge of HTML, JavaScript, CSS
• Basic browser knowledge - cache, cookies, network tab/dev tools
• Advantage: reading/writing basic SQL queries

Advantage: experience working with API requests/responses

Benefits:

• Health: medical, dental, and vision
• Time away: 28 vacation days
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Additional: Food Vouchers.

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace.

Belonging at LivePerson:

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 with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide 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 recruiting contact upon initial connection.