Customer Experience Specialist
1 month ago
A leading enterprise software solutions company is seeking a Customer Care Analyst to join their team. The successful candidate will work closely with customers to enhance their overall user experience with the company.
Key Responsibilities:
- Manage case queue via case management system to help resolve customer requests quickly and effectively.
- Own operational/administrative customer requests and follow through to resolution, i.e. requests for information, new account set-up, tenant maintenance, etc.
- Handle the assignment of cases as appropriate.
- Liaison between the customer and our internal teams (Support, Documentation, Community, Customer Success Managers (CSM), and other internal teams) to ensure the customers needs are being met.
- Research customer questions/issues.
- Provide assistance to the Support Product Analysts by doing analysis and research.
- Analyze ways to improve tools so that customers can be self-sufficient and cases can be avoided.
- Clearly and succinctly document communications to customers.
- Effectively prioritize and escalate customer issues as required.
Requirements:
- 3 years of experience in a customer services role.
- 1-2 years experience within functional areas of HR or Human Capital Management.
- Bachelor's degree or equivalent experience; business or technical degree preferred.
- Solid computer skills (Excel, Word, Powerpoint, software applications).
- Bright, high-energy individual, with a passion to learn and contribute.
- Detail-oriented, able to keep track of lots of data effectively.
- Able to absorb new concepts and technologies quickly.
- Able to multi-task and manage priorities.
- Can work in a fast-paced, dynamic, and fun team environment.
- A team player who will work across the organization and company to continue improving the way we serve our customers.
- Proven ability to collaborate and build strong relationships.
- Ability to understand and interpret data from multiple sources.
- Passion for customers and customer success.
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