Customer Experience Specialist

3 weeks ago

Cambridge, Massachusetts, United States Simplify Compliance Full time

At the heart of our company is our people. People from many different backgrounds with different vantage points, opinions, and experiences. We strive to continually lead with our IMPACT values and empower our employees to develop their full potential on a team that is passionate about acceptance, inclusivity, and achievement. Our employees are the driving force for the innovation, collaboration and creativity that enables our organization to deliver strategic success.
Are you ready to roll up your sleeves and dive into exciting IT projects? We are looking for an enthusiastic person who will support multiple IT Customer Experience and Knowledge Support activities while supporting the corporate culture and goals of the company.

Job Summary:
The Customer Experience Specialist supports multiple IT Customer
Experience and Knowledge Support activities, while supporting the corporate culture
and goals of the company.
Primary Duties and Responsibilities:

  • Capture requirements for the design, configuration, testing, and modification of technology solutions
  • Support and perform extensive user impact testing of existing and recent technology solutions
  • Identify usability issues, take screenshots and aggregate issues to team lead and/or cross-functional team as applicable
  • Create and update various knowledge support materials including quick-reference cards, SharePoint site content, etc. to support knowledge support efforts
  • Provide coordination support during projects
  • Provide support for global technology launches through activities such as note-taking and facilitating user questions
  • Support technology training and demos
  • Procure, and organize materials, and supplies, and ship to other locations
  • Reserve rooms, request meeting support, communicate with facilities and catering and send invitations to meetings/events
  • Perform other logistical and administrative tasks as needed

Additional Responsibilities:

  • May require onsite visits to Cambridge, Massachusetts
  • Additional duties as assigned

Critical Competencies

  • Collaboration & Team Building – Builds and maintains relationships to successfully work toward common strategic goals, creates strong morale and spirit, fosters open dialogue, creates a sense of unity among the team
  • Manages Ambiguity & Change – Makes decisions with available information that align with strategy, embraces and manages change, challenges the status quo and champions new initiatives, comfortably handles risk and uncertainty
  • Emotional Intelligence – Capable of recognizing the emotions of self and others, demonstrates the ability to adjust to the emotional environment, builds sustainable rapport, uses diplomacy and tact to achieve mutually beneficial outcomes

The Individual:

  • Self-motivated, team player capable of learning the latest information, technologies, and applications quickly
  • Flexible to work both independently with minimal direction, as well as collaboratively
  • Critical thinking and troubleshooting skills to assist in the evaluation of technical solutions and process impacts
  • Strong proficients in MS Office Applications
  • Experience using SharePoint and Microsoft Teams is considered a plus
  • Strong verbal and written communication skills
  • Dedication to excellent client service
  • Strong organizational skills including significant attention to detail
  • Ability to multi-task and thrive in a fast-paced environment

Qualifications:

  • Bachelor's degree
  • 2-3 years of business experience, preferably in the technology or training industry

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

All external applicants must be legally eligible to immediately work in the country of hire without current or future sponsorship.

If you require an accommodation under the Americans with Disabilities Act, Section 503 of the Rehabilitation Act or similar law in order to apply for employment at Simplify Compliance, please contact our Talent Acquisition Team , ext. 8101.

Job applicants may request to review the company's Affirmative Action plans by contacting the talent acquisition team/recruiter, Human Resources department or Chief People Officer.

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