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Customer Experience Specialist

2 months ago

Cambridge, Massachusetts, United States Simplify Compliance 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 Simplify Compliance.

Key Responsibilities:

  • Capture requirements for the design, configuration, testing, and modification of technology solutions to ensure seamless integration and optimal performance.
  • Support and perform extensive user impact testing of existing and recent technology solutions to identify usability issues and areas for improvement.
  • Identify and document usability issues, take screenshots, and aggregate issues to team leads and cross-functional teams as applicable.
  • Create and update various knowledge support materials, including quick-reference cards, SharePoint site content, and other resources to support knowledge support efforts.
  • Provide coordination support during projects, including note-taking and facilitating user questions.
  • Support technology training and demos, ensuring that users are equipped with the necessary skills and knowledge to effectively utilize technology solutions.
  • Procure, organize, and ship materials and supplies to other locations as needed.
  • Reserve rooms, request meeting support, communicate with facilities and catering, and send invitations to meetings and events.
  • Perform other logistical and administrative tasks as needed to support the team and ensure smooth operations.

Additional Responsibilities:

  • May require onsite visits to support global technology launches and other business initiatives.
  • Additional duties as assigned by management to support the team and achieve business objectives.

Critical Competencies:

  • Collaboration & Team Building: Builds and maintains relationships to successfully work toward common strategic goals, creates strong morale and spirit, fosters open dialogue, and 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.
  • Emotional Intelligence: Capable of recognizing the emotions of self and others, demonstrates the ability to adjust to the emotional environment, builds sustainable rapport, and uses diplomacy and tact to achieve mutually beneficial outcomes.

The Ideal Candidate:

  • Self-motivated, team player capable of learning the latest information, technologies, and applications quickly.
  • Flexible to work both independently with minimal direction and collaboratively as part of a team.
  • Critical thinking and troubleshooting skills to assist in the evaluation of technical solutions and process impacts.
  • Strong proficiency in MS Office Applications, with experience using SharePoint and Microsoft Teams considered a plus.
  • Strong verbal and written communication skills, with a dedication to excellent client service.
  • Strong organizational skills, including significant attention to detail, and 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.