Customer Experience Specialist – Professional II

• Resolve customer problems via telephone, email, or chat using technical product knowledge and interpersonal skills
• Troubleshoot problems involving applications, products, and vendors
• Identify, document, and escalate customer issues
• Communicate technical solutions through multiple channels
• Document customer interactions in real time and potentially author content for review
• Solve problems using knowledge of product functions, features, and customer environments
• Analyze and correct product issues and malfunctions
• Manage a full range of moderate-scope problems and modify existing procedures and processes as needed
• Manage multiple tickets involving technical problems
• Collaborate with technicians and supervisors to solve complex problems
• Explain technical issues clearly to management and customers

• Preferred education: High School or equivalent vocational qualification / experience
• Preferred work experience: 1–2 years
• Intermediate-level skills in Microsoft business applications, including Word, Excel, and Outlook
• Customer service orientation
• Solid professional work behaviors, including attendance, teamwork, and time management
• Strong communication skills, including listening, providing clear and concise information, and using proper language and grammar
• Full knowledge of job-related knowledge and procedures

• Hybrid work
• Adaptable hours
• Summer Flex Fridays
• Focus Fridays
• Annual companywide well-being day