LiveVox Job Opportunity

Engineer - Tier 1 - Client Services

(Location: Atlanta, GA and San Francisco, CA offices only)

To apply, send your resume in English to jobs-la@livevox.com

Job Description

We are looking for a Tier 1 Support Engineer within our Account Management Department in our Atlanta, GA and San Francisco, CA office to support our growing client base. The Tier 1 Support Engineer will work collaboratively with our Clients, and are responsible for effectively working through client issues/requests via phone or e-mail.The position features a two year training program beginning in the Tier 1 Team (client facing), with development options for transitions into other departments, including Technical Operation (Techops), Development Operations (DevOps), Network and infrastructure operations (NetOps), VoIP Implementations, Client Project Coordination, Client Account Management, and advanced/management positions within the Client Development team.Post training period, team members have the skill set required to be a valuable contributors within any division of the company. Applicants are considered for the Atlanta, GA and San Francisco, CA offices. Although not mandatory, coding and dev skills are a bonus.

DUTIES AND RESPONSIBILITIES

  • Review and respond to a high volume of user email and help requests in a professional, friendly and accurate manner- Research, troubleshoot/debug to determine root cause
  • Escalate as necessary to the Manager/Team Lead and other internal teams
  • Work to document the customer problem/request in details with in Salesforce
  • Ensure that all processes and procedures are completed, quality standards are met, and support tickets are executed within agreed upon timeframes
  • Analyze user request patterns and communicate this analysis to other teams; proactively identify and communicate support issues
  • Maintain accurate information and current status of cases in Salesforce daily
  • Demonstrate strong follow-through and consistently keep commitments to customers
  • Learn LiveVox’s technology, policy & procedures, and tools to effectively provide quality customer service to LiveVox customers
  • Participate in department and company training and team meetings
  • Contribute to an environment that encourages information sharing, cross training and an absolute focus on resolving customer issues effectively
  • Gather and report user feedback to help improve product features
  • Identify inefficiencies in work flow and suggest solutions- Interface and collaborate effectively with other company teams including the Project Management, Project Coordination and Account Management teams- Participates in new team members training
  • Other duties as assigned

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS, AND ABILITIES

  • Experience in a fast-paced startup environment a plus
  • Motivated, goal oriented, and persistent
  • High level of initiative and work well in a team environment
  • Technical competence (understand software, hardware, networks, etc)
  • Excellent written and verbal communication with clients and internal teams/departments
  • Strong attention to detail, critical thinking skills and ability to multi-task
  • Ability to make independent decisions and exercise good judgment
  • Plans and carries out responsibilities with minimal direction
  • Prior experience in customer support preferred

EDUCATION AND/OR EXPERIENCE   

  • BA/BS degree with outstanding academic performance; engineering, computer science or other technical coursework a plus

COMPUTER/SOFTWARE SKILLS & ABILITIES

  • Proficiency in all MS Office products
  • Knowledge of MS Project a plus
  • Knowledge of Salesforce a plus

About LiveVox:

LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated hosted predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls.