Customer Experience Specialist

Customer Experience Specialist 1

Role Overview: The Customer Experience Specialist 1 delivers world-class, external technical support in an omnichannel contact center. This role demands excellent customer relationship, communication, and technical troubleshooting skills.

Responsibilities and Duties

• Deliver level 1 account and technical support via phone, email, chat, and text.
• Respond professionally to all customer contacts within required service levels.
• Log and code customer interactions, incidents, requests, and escalations accurately in case management system.
• Follow standard operating procedures for security, repairs, and replacements.
• Escalate unresolved issues through the appropriate help channels.
• Collaborate with coworkers to update support documentation and participate in project teams.
• Complete all required company training certifications.
• Maintain knowledge on company products, industry trends, and technology advances.
• Performs other related duties as assigned to support the organization's goals and objectives.

Requirements

• High School Diploma or Equivalent – Required
• Associate's Degree in technology – Preferred
• 1+ year customer service experience – Required
• 1+ year contact center and/or technical support experience – Preferred
• Written and verbal bilingual fluency (French, Spanish, Chinese) – Preferred
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office Suite including Word, Excel, and Outlook.
• Ability to type, talk/listen to calls, look at a computer screen, and/or sit for long periods of time.