Tier 3 Engineer

Job Location: Ra'anana, Israel

Description

Tier 3 specialists are the most skilled and technically competent members of LivePerson customer support teams. Tier 3 interface directly with customers to isolate high level technical issues and provide them with solutions.

Responsibilities:

• Support our customers with the highest level of professionalism by engaging in multiple communication channels
• Mentoring and educating 2nd tier personnel in order to reduce the number of technical escalations.
• Interfacing with the various departments to address product issues and resolve high level technical issues
• Gain product knowledge and deliver it to the customers and support teams
• Document, track and record all issues and ongoing knowledge in the CRM and knowledgebase systems

Experience:

• Bachelor in computer science or Industrial engineering
• Excellent verbal and written English / excellent communication and interpersonal skills
• At least 2 years experience with technical support in one of following areas:
  • Web application, Networking, VOIP
  • HTML and/or Java Script experience – an advantage
  • Extensive knowledge of Windows 2000/XP/Vista, [MAC - advantage]

*This positiong might require traveling, overtime and on call duty 24*7 to 2nd tier as technical SME

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