Customer Experience Professional

Job highlights

• Specialized schooling or practical experience in technical customer service

• Provide post-sale technical support via phone, chat, or text; troubleshoot equipment/software issues; recommend alternative products or services

• Contact Center Customer Service: Technicalprovides post-sale technical customer service to business or end-consumercustomers via phone, online chat, or text including:

• Responding to a high volume of low complexitytechnical inquiries (e.g., equipment or softwareinstallation/activation/troubleshooting, providing technical productspecifications & information on compatibility with other products, etc.)

• Providing responses to customer inquiries basedon pre-determined scripts and other response guidance tools

• Recommending alternative products or services (e.g.,warranties) as part of customer issue resolution

• This position is not compensated based onachievement of sales targets. Work Environment: Typically located in a callcenter environment

• Positions on this level applies subject matterknowledge and understands the specific needs or requirements of specificproblems and applies skills/knowledge thereafter.

• Specialized schooling or previous practicalexperience likely to be required.

• Understands and demonstrates the need to deliverto time, cost and quality and proactively adjusts for changing requirements.

• Ensures that the work within own field of expertise complies with the relevantprofessional discipline.