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LEDA Virtual Job Fair

 

Employers interested in posting their job openings on the LEDA Virtual job fair (at no cost) can send job description, qualifications, and application method to LEDA's Director of Workforce Development by email.


In addition to posting your vacancies on LEDA's website, positions are also distributed to a network of workforce centers and educational institutions as appropriate.





Position: Customer Support Engineer (Perficient)

  • Answer questions from customers received through phone calls, chat requests, or tickets
  • Communicate information in a clear and concise manner to customers
  • Make requested changes to a Twilio Flex customer contact center configuration
  • Track all actions performed for a customer in appropriate change logs
  • Perform remote training sessions with customer contact center agents or supervisors
  • Troubleshoot and solve technical problems
  • Setup Twilio Flex platform components for customers
  • Document technical and non-technical information and instructions for customers or internal use
  • Flexibility to be the on-call duty person for scheduled periods of time which include off-hour and weekend time frames. Responsible for responding within one hour for only high priority incidents that occur in that duty period
  • Liaison with Twillio Development and Technical Support Teams as required
  • Provide technical assistance and support to other departments and Management teams as required
  • Create and execute test plans, design changes, roll back plans and architecture work as required for regular system maintenance objectives
  • Address issues timely and in accordance with customer expectations adhering to defined service level agreements
  • Participate in project and team meetings; interact and collaborate with team members as required
  • Perform monthly service reporting for customer base
  • Prioritize numerous issues of varying severity and effectively manage the resolution of all issues within accepted service levels
  • Updates trouble tickets in real time with detailed notes

Qualifications:

  • 1+ years of professional experience working in a technology or customer service field
  • A great communicator, whether in person, on the phone, or in writing
  • Motivated by the opportunity to help people solve problems
  • Interested in spending most of your day talking to customers and helping them use and troubleshoot Twilio Flex
  • A quick and self-directed learner, excited about learning new things and technology
  • Persistent and creative at finding solutions on your own; someone who can use online help, Google searches, and trial and error to figure out a problem you haven't encountered before
  • Organized and reliable at completing assigned tasks on time
  • Generally comfortable with technology and operating complex computer software
  • General scripting knowledge in Powershell, C#, and/or node.js is desired, but not required
  • Familiarity with contact center systems and capabilities is desired, but not require
  • Analytical problem-solving & decision making able to research, analyze, identify viable options, draw sound conclusions, present findings and make thoughtful recommendations considering overall risk and short-term and long-term impact
  • Must enjoy the challenge of technical concepts and possess the ability to communicate those concepts at varying levels
  • Team Orientation & Interpersonal highly motivated, passionate and creative team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization.
  • Strong sense of urgency, detail oriented with the ability to manage and prioritize work flow
  • Previous technical support experience or customer service experience is preferred
  • Good organizational and time management skills
  • Proactive with the ability to meet tight deadlines and operate in a fast-paced environment
  • Knowledge of Customer Service principles and practices

Application Requirements:
Apply online at the link provided.

Apply Online

Job Posted:
05/15/2019
Application Deadline:
07/15/2019


Resume Prep & Job Search Assistance

Click below to find more information on visiting the local Business & Career Solutions Center at 706 E. Vermilion Street, Lafayette, LA where staff can assist you with resume preparation assistance, job search assistance, and referrals to training and employment opportunities.


  

  Job Posting Websites

Click Here to view a listing of upcoming job fairs.