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CX Specialist

1. Customer Support: ● Provide high-quality technical support and assistance to customers via phone, email, and chat regarding our IT products and services. ● Help customers navigate product features, troubleshoot technical issues, and process inquiries related to account management and billing. 2. Issue Resolution: ● Proactively identify and resolve customer issues, ensuring a quick turnaround on problem resolution and escalation to technical teams when necessary. ● Follow up with customers to ensure issues are resolved to their satisfaction and provide additional support as needed. 3. Customer Engagement: ● Engage with customers to understand their needs, gather feedback, and identify opportunities for product enhancement and customer satisfaction. ● Conduct satisfaction surveys and collect user insights to inform product development and improve service delivery. 4. Documentation and Reporting: ● Maintain comprehensive records of customer interactions and support tickets in the CRM system. ● Prepare regular reports on customer feedback, issue trends, and support metrics to aid in continuous improvement efforts. 5. Collaboration and Communication: ● Collaborate with cross-functional teams, including product management, sales, and technical support, to relay customer feedback and advocate for user needs. ● Participate in team meetings to share insights and strategies for enhancing the customer experience with our products.

Qualifications and Skills: ● Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. ● Experience: 1-2 years of experience in customer support, technical support, or customer experience roles, ideally within the IT product sector. ● Technical Skills: Proficiency in CRM tools, ticketing systems, and basic understanding of software products and IT solutions. ● Communication Skills: Excellent verbal and written communication skills, capable of conveying technical information to a non-technical audience. ● Problem-Solving Skills: Strong analytical skills with a solution-oriented approach to resolving customer issues and enhancing user satisfaction. ● Interpersonal Skills: Ability to build rapport with customers and collaborate effectively with diverse teams.

Average salary estimate

$52500 / YEARLY (est.)
min
max
$45000K
$60000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About CX Specialist, Five9s-Solutions

As a CX Specialist at our innovative IT company, you will play a vital role in enhancing our customer experience. In this engaging position, you will provide top-notch technical support and assistance to our valued customers through phone, email, and chat, helping them navigate our products and resolve issues with ease. Your proactive approach will ensure that customer inquiries related to account management and billing are handled smoothly. You'll be a problem solver at heart, taking charge of identifying and resolving issues while maintaining a quick turnaround for our customers. Follow-ups will be key in confirming their satisfaction and understanding their needs better. You'll also gather valuable feedback, conducting satisfaction surveys to capture insights that drive product enhancements. Keeping comprehensive records in our CRM system will be part of your daily routine, alongside preparing reports that support continuous improvement efforts. Collaboration is at the core of this role as you work alongside cross-functional teams including product management and sales, advocating for our users' needs and strategizing together in team meetings. If you have a Bachelor’s degree in a relevant field and 1-2 years of experience in customer support within the IT sector, this role may be the perfect fit for you. Strong communication and problem-solving skills, along with the ability to build rapport with customers, will set you apart as an ideal candidate. Join us as a CX Specialist and help us elevate the customer experience to new heights!

Frequently Asked Questions (FAQs) for CX Specialist Role at Five9s-Solutions
What responsibilities does a CX Specialist at the company have?

As a CX Specialist at our company, your key responsibilities will include providing high-quality technical support via various communication channels, proactively resolving customer issues, and ensuring customer satisfaction. You'll engage with users to gather feedback for product improvement and maintain detailed records of customer interactions in our CRM system, while collaborating with cross-functional teams to enhance the overall customer experience.

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What qualifications are required for the CX Specialist position?

To be a successful CX Specialist at our company, candidates should hold a Bachelor’s degree in fields like Computer Science or Business Administration. Additionally, having 1-2 years of experience in customer or technical support within the IT sector is preferred. Strong communication, problem-solving, and interpersonal skills are essential for addressing customer needs effectively.

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What skills are important for a CX Specialist at this IT company?

A successful CX Specialist at our IT company should possess excellent verbal and written communication skills to convey technical information clearly. Proficiency with CRM tools and ticketing systems, along with strong analytical skills for problem-solving, are crucial. Also, the ability to build rapport with customers and collaborate with diverse teams will greatly enhance your effectiveness in this role.

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What does the day-to-day work of a CX Specialist involve?

On a daily basis, a CX Specialist at our company engages with customers to provide technical support and resolve issues. This includes managing inquiries related to account situations, tracking customer feedback, conducting satisfaction surveys, and documenting interactions. You'll also prepare reports to inform the team about support trends and opportunities for improvement, alongside collaborating with other departments to enhance product offerings.

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How can a CX Specialist contribute to product development at the company?

A CX Specialist significantly contributes to product development by gathering and analyzing customer feedback. By engaging with users and conducting surveys, you will identify common challenges and areas for enhancement, providing valuable insights to product management. This role provides a unique perspective that helps shape our IT products to better meet user needs.

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Common Interview Questions for CX Specialist
Can you describe your experience in providing technical customer support?

When answering this question, focus on detailing your previous roles and the specific types of technical issues you've handled. Highlight your communication skills in explaining complex concepts to non-technical users and any systems or tools you've utilized to assist customers effectively.

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How do you prioritize customer issues when multiple requests come in simultaneously?

Demonstrate your organizational and problem-solving skills by outlining your approach to prioritizing issues based on urgency and impact. Mention any systems or frameworks you use, such as ticketing systems, to ensure timely responses while managing workload effectively.

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What strategies do you use to gather customer feedback?

Discuss your experience with surveys, direct communication, and customer follow-ups to gather insights. Emphasize the importance of using feedback to drive improvements and how this data influences your approach to customer service.

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Can you share an example of a difficult customer interaction and how you resolved it?

Prepare a specific example that illustrates your problem-solving skills and patience. Highlight how you handled the situation professionally, ensured the customer felt heard, and implemented solutions that addressed their concerns.

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What role does collaboration play in the work of a CX Specialist?

Explain the significance of teamwork in your role. Talk about how you collaborate with product managers, sales, and technical teams. Highlight how sharing customer insights can lead to better understanding and enhancements of products.

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How do you ensure that customers feel valued during interactions?

Discuss creating rapport through active listening, personalized communication, and follow-ups. Stress the necessity of acknowledging their concerns and ensuring they feel appreciated and understood throughout the service experience.

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What CRM tools have you worked with and how have they enhanced your customer support?

List specific CRM tools you've used and describe how you've leveraged their features to improve response times, documentation, and customer satisfaction. Emphasize your comfort level with adapting to new tools.

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How do you handle repetitive issues that you continuously encounter?

Elaborate on your approach to identifying patterns in customer inquiries and how you might develop or suggest solutions, such as knowledge base articles or internal documentation, to minimize future occurrences.

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What do you think makes excellent customer service?

Share your perspective on the qualities that contribute to exceptional customer service, such as empathy, efficiency, effective communication, and a proactive approach to resolving issues.

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How do you stay updated on technology trends relevant to the IT industry?

Discuss the sources you follow, such as industry blogs, webinars, or networking with other professionals. Highlight your commitment to continuous learning and staying informed about the latest developments in technology that may impact customer experience.

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