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.