Customer Experience Specialist

1 month ago

Cambridge, Massachusetts, United States BLR | HCI | CCMI Full time
Job Summary

The Customer Experience Specialist plays a vital role in supporting multiple IT Customer Experience and Knowledge Support activities, while promoting the corporate culture and goals of the company.

Key Responsibilities
  • Capture and document requirements for technology solutions, ensuring seamless design, configuration, testing, and modification.
  • Conduct extensive user impact testing of existing and recent technology solutions, identifying usability issues and aggregating feedback to team leads and cross-functional teams.
  • Create and update knowledge support materials, including quick-reference cards and SharePoint site content, to facilitate knowledge sharing and support efforts.
  • Provide coordination support during projects, ensuring timely and effective execution.
  • Support global technology launches by facilitating user questions, note-taking, and other logistical tasks.
  • Assist with technology training and demos, ensuring a smooth user experience.
  • Procure and organize materials, supplies, and equipment, and coordinate shipping to other locations.
  • Manage meeting support, room reservations, and catering arrangements, ensuring seamless event execution.
  • Perform other logistical and administrative tasks as needed, supporting the team's success.
Critical Competencies
  • Collaboration & Team Building: Builds and maintains relationships to drive strategic goals, fosters open dialogue, and creates a sense of unity among the team.
  • Manages Ambiguity & Change: Makes informed decisions, embraces change, and champions new initiatives, handling risk and uncertainty with confidence.
  • Emotional Intelligence: Recognizes emotions in self and others, adjusts to the emotional environment, and builds sustainable rapport, using diplomacy and tact to achieve mutually beneficial outcomes.
Requirements
  • Self-motivated, team player with a strong ability to learn quickly and adapt to new information, technologies, and applications.
  • Flexible to work independently with minimal direction, as well as collaboratively, with a strong focus on critical thinking and troubleshooting skills.
  • Strong proficiency in MS Office Applications, with experience using SharePoint and Microsoft Teams considered a plus.
  • Excellent verbal and written communication skills, with a dedication to excellent client service.
  • Strong organizational skills, including attention to detail, with the ability to multi-task and thrive in a fast-paced environment.
  • Bachelor's degree and 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, please contact our Talent Acquisition Team.

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