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Customer Escalations Specialist

LVT — LiveView Technologies

LVT — LiveView Technologies

Customer Service
american fork, ut, usa
Posted on Saturday, May 18, 2024

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. To keep up with the explosive demand, we need self-motivated, innovative go-getters at every level. 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 on!

Role 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. You will educate them in the use of our products and services through learning materials and training. When issues escalate, you take ownership and research the situation to identify any roadblocks. You will drive momentum towards a quick resolution and keep the customer informed of progress along the way. You will ensure that every interaction with a customer, internally or externally, is a positive experience.

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.