Customer Care Representative

Customer Care Alpharetta, GA - Georgia


Description

LiveVox is a privately held, high growth, leading provider of enterprise cloud contact and customer engagement center solutions, managing 12+ billion interactions annually. With over 15 years of pure cloud expertise, we empower effective channel of choice engagement strategies, enabling our clients to excel in a changing business environment. Over the last several years, we expanded our best in class ‘4-clouds’ telephony platform into a comprehensive, omni-channel solution, including Workforce Optimization (WFO) and CRM. LiveVox is now the best positioned solution for a $25 Billion market, where customers demand a fully integrated, cloud-based, omni-channel customer care platform.   



Position Overview


LiveVox is looking for energetic and motivated individuals to join our Customer Care team in the role of Customer Care Representative. This position is customer service-focused with a strong emphasis on technical troubleshooting and investigation. Attention to detail and excellent communication skills are a must, as well as the ability to collaborate and work with other LiveVox teams on a daily basis. Key Responsibilities
In order to succeed in this position, the applicant should feel comfortable executing the following responsibilities:
  • Provide top-notch customer service to our clients via phone and email
  • Reply to customer inquiries in a timely and courteous manner with accurate and up-to-date information
  • Build a troubleshooting ticket through our customer relationship management (CRM) software and work toward a resolution independently
  • Possess the ability to think critically and meet deadlines
  • Work with executive-level employees (both internally and externally) in order to set expectations and provide feedback
  • Understand when to engage with higher-tier resources in order to resolve a problem
  • Demonstrate superb research skills that culminate in detailed and organized troubleshooting tickets, allowing higher-tier resources to aid effectively and punctually
  • Learn LiveVox technology, policies, and procedures in a timely manner and be able to demonstrate this knowledge on command
  • Observe and participate in team meetings and company outings
  • Identify and triage non-Technical Support items in a professional manner to ensure that our customers reach their proper department
  • Utilize available resources to further product knowledge and continue to move forward technically
  • Create personal and team-based goals that have concrete deadlines and requirements
  • Flexibility to work outside of standard work hours to go above-and-beyond for our customers (including weekends and holidays)
Required Experience and Qualifications
  • Bachelor's degree in Computer Science, System Engineering, or related fields strongly preferred
  • Technical or business-related discipline a must (will consider relevant experience in lieu of degree)
  • SQL/Microsoft Excel experience preferred
  • CompTIA A+ or Network+ certification preferred
  • Cisco-related education or experience preferred
  • Salesforce experience preferred
  • Customer-service background strongly preferred
  • Excellent written and spoken communication skill
  • Ability to learn proprietary software
  • Completion of a three-week LiveVox-sponsored training program, culminating in a product demonstration
  • Ability to multitask and maintain professionalism under dynamic circumstances
  • Technical background with experience across multiple operating systems and web browsers
Company Information and Location

LiveVox, Inc. is headquartered in San Francisco, California. We are a leading provider of enterprise cloud contact center solutions, managing 9+ billion interactions annually. With 15+ years of pure cloud expertise, we empower effective channel of choice engagement strategies. Our risk mitigation and security capabilities help our clients adapt to changing business environments.

We have domestic offices in San Francisco and Atlanta, as well as international offices in Medellin, Colombia and Bangalore, India. 

Important Facts about LiveVox as an Employer

LiveVox is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know. We're always looking to bring smart, talented people with diverse backgrounds, interests and experiences to join our team. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.