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Technical Support Engineer - Tier 1 (Bilingual Japanese And English)

LivePerson - Melbourne, VIC

Source: uWorkin


LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including HSBC, Disney, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are.

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.

You will thrive here if: 

You can operate in a fast paced, dynamic environment

You can build partnerships that move our business forward

You build code that is simple, understandable, and clean

You see feedback or failure as motivation to learn and to grow 

You believe data-driven decision making is the norm

You relate to our core principles (link) and want to work with Conversational AI experts

In this role you will:

  • Multitask in a fast-paced, dynamic environment.
  • Learn and retain knowledge of new and existing services offered by the company in order to assist with support requests related to:
  • Our messaging platform. A web based application used to accept incoming conversations and manage settings of each unique account.
  • Our open-platform concept. We have an API based approach that allows our customers the ability to customize their solutions.
  • Respond to support requests that are received via messaging.
  • Work with global customers to resolve complex technical issues and maintain high customer satisfaction.
  • Provide technical support, ensuring that customer satisfaction goals are achieved.
  • Follow the escalation process: promptly identify cases to be escalated and assure cases are prepared for escalation (thoroughly investigated and documented).
  • Provide ongoing feedback on product usability and suggestions for improvement and
  • provide technical leadership.
  • Become an expert on the proprietary Conversational Cloud messaging platform.
  • How to determine the root cause of varying issues on the customer’s website.
  • How to investigate errors using Developer Tools, ElasticSearch (Kibana) and other troubleshooting tools.
  • How to investigate API related issues.
  • Expand your technical troubleshooting capabilities.

Your qualifications are:

  • Proven customer service and technical troubleshooting skills with Enterprise level clients
  • Excellent written and verbal communication skills in Japanese and English
  • Self-learner with the ability and desire to acquire new knowledge and work with new technologies
  • Basic knowledge of Networking (Firewall, ipconfig etc.)
  • Basic knowledge of HTML, JavaScript, CSS
  • Basic browser knowledge - cache, cookies, network tab/dev tools
  • Advantage: reading/writing basic SQL queries
  • Advantage: knowledge working with API requests/responses

Why you’ll love working here:

LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer top tier tech & data science colleagues, along with opportunities to push your own limits. We embrace invention and experimentation. You’ll have great benefits, flexible time off, plus snacks and drinks to keep your mind fresh and stomach full. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer. 

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.