LiveVox is a cloud-based customer engagement platform that powers more than 14 billion interactions a year. We seamlessly integrate omnichannel communications, CRM, and WFO capabilities to deliver an exceptional customer experience while reducing compliance risk. Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive performance in any contact center. With 20 years of pure cloud expertise, LiveVox is at the forefront of cloud contact center innovation. Our more than 650 global employees are headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. **WHAT YOU'LL BE DOING**: **WHAT YOU'LL BE RESPONSIBLE FOR**: - Reply to customer inquiries in a timely and courteous manner with accurate and up-to-date information - Build troubleshooting tickets through our in-house Customer Relationship Management (CRM) software - 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 - Learn LiveVox technology, policies and procedures in a timely manner and be able to demonstrate this knowledge at will - Identify and triage technical and non-technical problems in a professional manner to ensure that our customers reach their proper destination - Utilize available resources to further personal product knowledge, as well as share with customer base - Flexibility to work outside of standard work hours (weekends and holidays) **WHAT YOU BRING**: - Ideally you hold a Bachelor’s Degree in IT, Computer Science, Software Engineering, or similar discipline (will consider relevant educational background or experience in lieu of degree). - 3+ years of customer service experience - 3+ years of experience within the SaaS Industry - Passion for assisting customer needs - Ability to maintain a positive and professional attitude at all times - Salesforce experience preferred - Excellent written and spoken communication skills - Ability to learn proprietary software **WHY LIVEVOX**: LiveVox is proud to be an equal opportunity workplace and 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 are differently abled in a way that requires accommodation, please let us know. Reasonable accommodations are made to enable people to perform the essential functions of their jobs. We're passionate about bringing in smart, talented people with diverse backgrounds, interests, and experiences to join our team.