Customer Experience Specialist

3 days ago

SaintBrieuc, Bretagne, United States NuAxis Innovations Full time

We are a federal IT company on a mission to make customer experience the center of every government solution.

Our team is passionate about technology and dedicated to delivering exceptional customer experiences.

We are seeking a talented and motivated Customer Experience Specialist to join our team and provide front-line support for the ePermits platform.

The ePermits platform is based on ServiceNow and supports various permit application processes.

The ideal candidate will have a strong understanding of the ePermits platform and be able to diagnose, troubleshoot, and resolve user issues in a timely and professional manner.

The Customer Experience Specialist will be responsible for:

  • Managing and resolving electronic or phone inquiries about the permit application process
  • Diagnosing and troubleshooting issues with the ePermits platform
  • Providing support to all ePermits users and facilitating the permit application process
  • Analyzing reported issues for potential trends and reporting them to the Customer Support Manager
  • Responding to public inquiries in writing and verbally in a professional manner
  • Escalating complex tickets to Tier 1 and Tier 2 subject matter experts as necessary

The successful candidate will have:

  • An associate degree or equivalent work experience in IT or customer support
  • A minimum of 2-3 years of experience in customer support or technical assistance
  • Proficiency in ServiceNow platform and Microsoft Office Suite
  • Excellent communication and problem-solving skills
  • The ability to work independently and as part of a team

We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed.

We are an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation.

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