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Technical Customer Experience Specialist
3 months ago
Evolus, Inc. is a performance beauty company focused on providing physicians and their patients with expanded choices in medical aesthetic treatments and procedures. We are seeking an eager, goal-oriented Technical Customer Experience Specialist for our Customer Experience team. This individual will work closely with the Customer Experience leadership team to manage projects and implement improvements that support Evolus customers and the sales team. This individual will interact with different departments to resolve issues via ticketing systems in an organized and timely manner. In this role, the individual will be responsible for creating streamlined processes that will support the company's growth. If you are looking for an opportunity to showcase your abilities while growing your knowledge, then look no further In this role, you will be challenged to drive the success of Evolus to build a brand like no other.
***Let’s talk about some of the key responsibilities of the role**:
- Customer Support:
- Troubleshoot and resolve technical issues related to our products or services.
- Collaborate with internal teams to escalate and resolve complex customer inquiries.
- Achieve team and individual departmental goals and objectives.
- Project Management:
- Plan, execute, and monitor multiple projects simultaneously, ensuring adherence to deadlines and budget constraints.
- Define project scope, goals, and deliverables in collaboration with stakeholders.
- Track project progress, identify potential risks, and implement mitigation strategies to ensure successful project completion.
- Communicate project status updates, milestones, and issues to stakeholders regularly.
- Documentation and Training:
- Create and maintain comprehensive documentation, including process flows, FAQs, and troubleshooting manuals.
- Conduct training sessions for internal staff and customers on product features, updates, and best practices.
- Continuous Improvement:
- Analyze support processes and identify opportunities for optimization and improvement.
- Recommend and implement enhancements to streamline workflows, improve customer satisfaction, and increase efficiency.
**Skills and Qualifications Required for this Dynamic Team Member**:
- Bachelor's degree in computer science, Information Technology, or related field.
- Proven experience in technical support roles, preferred.
- Strong project management skills, with the ability to manage multiple projects concurrently.
- Proficiency in project management tools such as Jira, or Fresh Ticket, preferred.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal teams.
- Problem-solving mindset and the ability to troubleshoot technical issues independently.
- Experience in creating and maintaining documentation.
- Familiarity with Agile methodologies is a plus.
- Two to three years of Customer Service experience is preferred.
- Computer Skills - Proficient in Microsoft Office. Ability to type at 40 wpm with accuracy. Experience in Jira, NetSuite, Salesforce or another CRM preferred.
**A Few Other Items Worth Mentioning**:
- Office location - Newport Beach.
- This position reports directly to the Customer Service Supervisor.
**Compensation & Total Rewards**:
The expected hourly pay range for this position is $22.70 - $28.27. Your actual hourly base rate will be determined on a case-by-case basis and may vary based on a number of considerations including but not limited to role relevant knowledge and skills, experience, education, certifications, and more.
We offer more than just a paycheck, and your base salary is just the start Stay happy and healthy with our competitive suite of medical, dental and vision benefits to help you feel your best and be your best. We also provide those benefits you shouldn’t have to worry about, from employer covered life insurance to short-term disability. Take advantage of the 401k match offered by Evolus and let us invest in your future. You may also be eligible for new hire equity and long-term incentives in the form of RSUs, stock options, and/or discretionary bonuses. We offer mental health and wellbeing resources for you to develop skills to find your calm, boost your confidence, and show up as your best self in work and life. Travel or relax and come back feeling refreshed with our flexible paid time off program for exempt employees and a paid time off accrual plan for non-exempt employees. Did we mention the holiday soft closure between the Christmas and New Years holidays? We have that, too. Additional perks include regularly catered team meals at our Evolus Headquarters, a fully stocked kitchen (Kombucha & Coffee included), and the opportunity to join an organization where our values of Grit, Impact, Fun, and Transparency are displayed daily.
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