Customer Support - Tier 3 Engineer

Ra'anana, Israel

General Skills Required:

Tier 3 specialists are the most skilled and technically competent members of LivePerson customer support. Tier 3 provides system and application technical support while ensuring that all service level agreements and customer satisfaction goals are achieved.

Responsibilities:

  • Responsible for customer interactions/communications while being the support liaison between customer, Product Management, R&D and Business units
  • Manage assigned cases to meet service levels
  • Demonstrate excellent verbal and written skills (e.g., case notes, bug reports, knowledge base articles, etc)
  • Mentoring and educating 2nd tier personnel in order to reduce the number of technical escalations

Experience/Skills Required:

  • 3-5 years experience with relevant technologies that could include the following: Unix and/or Windows operating systems; Oracle and MS-SQL databases; Web servers and application servers
  • HTML and/or Java Script experience
  • Understanding and experience with internet and e-commerce
  • Mother tongue level spoken and written English
  • Proven analytical, technical and problem-solving skills; Excellent English written and verbal skill
  • This position might require traveling, overtime and on call duty 24*7
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LivePerson is an equal opportunity employer.

All openings are for full-time positions unless otherwise indicated.