Customer Experience Specialist

Job Description Job Description WHO WE ARE
US AI stands as a forward-thinking digital transformation enterprise, dedicated to enabling individuals to achieve remarkable feats through cutting-edge technology. As a leader in Artificial Intelligence, Cybersecurity and Self-Healing Infrastructure , we are actively seeking top-tier talent to spearhead the commercialization of groundbreaking products and propel our business to new heights. If you’re passionate about pushing the boundaries of what’s possible in the digital realm, then this is the place for you. Come work with us, and let’s redefine the future together.
About the job
As a Customer Success Specialist , you will help our customers get the most out of our product offerings by acting as the “voice of the user”. The ideal candidate will easily connect with users as an active listener, have a passion for customer service and experience excellence, and the ability to learn quickly.
What you’ll do Provide application support to company customers based on training and materials provided by United Solutions.
Support the Customer Experience team to maintain positive customer experiences and address user concerns with our applications.
Provide application training and guidance to end users on United Solutions applications as needed in one-on-one settings.
Collect feedback from users during interactions for analysis and use by other teams in United Solutions
Escalate major issues or critical feedback to Customer Experience leadership to address at a higher level
Participate in testing and other application activities to better understand the user perspective
Report on individual performance for SLAs and issue management for responding to user issues
Document customer concerns for contributing to knowledge management within the Customer Experience team and other teams
Collaborate with other engineers, analysts, data scientists, developers, and stakeholders, taking learning and leadership opportunities that will arise every single day
Education & Experience Associate’s degree in computer science, business or related field
Minimum of two (2) years’ experience working in a customer support role, preferably in a product company
In depth knowledge of common computer productivity software including Microsoft Word, Excel, GSuite, and other similar software used in most professional environments
Required Skills / Certifications Possess strong problem-solving skills to address customer issues and find solutions efficiently
Ability to acclimate to technical innovation and IT trends in the workplace
Exceptional interpersonal and communication skills
Excellent observation and critical thinking skills
Preferred Skills / Certifications Bachelor’s degree in computer science, business, or related field
Ability to obtain Public Trust/Secret clearance based on customer requirements
ITIL 4 Foundations or CompTIA A+
Security clearance You must be able to obtain a security clearance (Secret or higher) – US Citizenship required
COMPENSATION $55,000-$125,000 per year based on skills, experience
Benefits We offer a comprehensive benefits package, paid time off, life insurance, 401(k) retirement savings plan with employer matching, and opportunities for professional growth and career development.
You have the legal right to work in the United States without current or future employer sponsorship. Qualified candidates must live in the United States, with the ability to commute to the North Bethesda, MD office. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. USAI is committed to a policy of equal employment opportunity for all persons without regard to race, color, religion, sex, gender identification, age, marital status, disability, sexual orientation, national origin, disabled veteran or Vietnam-era veteran, or any other classification protected by applicable anti-discrimination laws. We prohibit and do not tolerate any form of discrimination or harassment.