Customer Support Analyst for Tier 2 Technical Support

At LivePerson, our mission is to Create Meaningful Connections. Connection at the workplace inspires us to serve our clients exceptionally, to work together efficiently, and to get personally involved in our local communities. Our emphasis on connection leads to more opportunity— whether it’s increased value for our customers, product innovation, or community growth.

Are you passionate about providing an extraordinary customer experience? If so, then LivePerson is looking for you! LivePerson is currently seeking a Customer Support Analyst - Tier 2 Technical Support to join our Customer Support team based out of our Atlanta, GA office.

* Work with global customers to resolve complex technical issues and maintain high customer satisfaction. * Provide technical support with SLA while ensuring that customer satisfaction goal are achieved. * Follow the escalation process: promptly identify cases to be escalated and assure cases are prepared for escalation (thoroughly investigated and documented). * Work closely with Tier1 team to help them troubleshoot effectively: consult, train, and mentor in order to transfer knowledge. * Work with the Product Learning group to maintain an updated knowledge base. * Provide ongoing feedback on product usability and suggestions for improvement and provide technical leadership. * Lead/participate in the Support organization’s internal projects.

* Graduates with a major in a technological field (Computer Science/ Industrial Engineering) or 2 years of experience in a similar role in a SaaS or web company * Troubleshooting skills with strong hands on experience * Application support hands-on experience (not IT / helpdesk support) * Excellent verbal and written communication skills * Ability to analyze data and provide insights * Ability to work under pressure and multi-task * Fluent English (written and verbal) * Strong time management capabilities and ability to prioritize * Web development technologies - HTML, Jscript , CSS * Advantage - Code troubleshooting capabilities: Java, debugging tools