CUSTOMER EXPERIENCE SPECIALIST

Job Description

• Position responsibilities include:

  • Ability to create systems and processes 
  • Teach users how to use and troubleshoot technology products
  • Maintain and improve customer relationships with check-ins and customer interviews
  • Respond to and resolve customer technical support issues via telephone, email, live chat, and remote access software
  • Participate in system roll out with client and IT staff, complete delegated tasks to meet deadlines, and ability to communicate with and encourage clients to do the same
  • Troubleshoot and maintain networking software and IT infrastructure products
  • Document all customer interactions in ticketing system
  • Manage clients and devices in Remote Access software
  • Troubleshoot hardware issues
    
    

  Required experience and skillset include:

  • Windows operating systems, including basic Windows networking
  • Working technical knowledge of current network hardware, protocols, and standards
  • 1+ years of relevant experience preferred; willingness and desire to learn mandatory
  • Excellent communication skills, including ability to explain technical issues in user-friendly language to non-technical end users
  • Excellent phone Communication
  • Organizational skills and ability to work both independently and as part of a team
  • Demonstrated ability to quickly understand and learn new concepts
    
    

  Other helpful experience and skillsets include:

  • Certifications and/or degree preferred
  • Customer training experience
  • Experience with various remote access software (LogMeIn, RDP, VPNs, Citrix)
  • IT Support, 1 year (Preferred)