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LiveView Technologies American Fork, United StatesJob Description · Job DescriptionSalary: · Why LVT: · LVT (LiveView Technologies) is making the world a safer place and we need your help Based in Utah, LVT is the world's leader for physical security platforms and data. With our systems in every state and working with Fortune 5 ...
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Customer Escalations Specialist - American Fork, United States - LiveView Technologies
Description
Job DescriptionJob Description Salary:
Why LVT:
LVT (LiveView Technologies) is making the world a safer place and we need your help Based in Utah, LVT is the world's leader for physical security platforms and data.
With our systems in every state and working with Fortune 500 enterprise companies, we're positioned for massive growth in the years to come.
While we were founded nearly 20 years ago, we are still innovative and consistently scaling. If you are looking for a market leading organization with untapped potential, look no further than LVT
So about that scalability - we've been very intentional about our growth and profitability, which has driven our massive growth trajectory.
At LVT, we provide a fulfilling career that allows you to live your best life at work and at home.
We provide the culture to work smart and have fun, while giving you the flexibility needed for yourself and your loved ones.
If you are looking for an opportunity with leadership, ownership, accountability, and you're excited about contributing to a high-growth company with a strong foundation where you can make an immediate impact, read onRole Description:
As a Customer Escalations Specialist at LVT, you will work on a small team of high-performing individuals who represent and serve our customers' needs.
What You Will Do
Respond to emails and phone calls requesting help with our products and services
Keep customers informed of all progress made towards restoring service to their units
Triage customer requests to appropriate technical teams when necessary and translate responses back to the customer
Document all work related to researching and resolving customer requests, providing thorough documentation for future reference
Responsibilities
Receive customer requests via phone and ServiceNow Cases and provide relevant learning materials and training
Assist Customer Service Representatives when issues require additional expertise and collaboration
Take ownership of any issues exceeding our expected resolution time or escalated from our Customer Success Manager team; gain a complete understanding of the situation, and work to provide a quick resolution, collaborating with internal resources when necessary
Take ownership of ServiceNow Incidents that require cross-departmental communication and interaction with customers to resolve unit issues and improve unit uptime
Document in ServiceNow all findings and actions taken while researching and resolving customer requests
Ensure that every interaction with a customer, internally or externally, is a positive experience
Requirements
2+ years experience using customer service, research, and project management skills
Typing speed of 50+ words per minute
Proven ability to produce valuable solutions to problems when given minimal details
Benefits
Flexible Time Off, Paid Holidays, 401(K), Equity, Health, Vision, Dental, Voluntary Life Insurance, Wellness Program and best of all working with awesome people - ask about that when you speak with us
HR Policy
We're an equal opportunity employer.
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
All Candidates must pass a drug screening and background check upon employment. Must be authorized to work in the U.S.#J-18808-Ljbffr