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.
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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!
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