Customer Experience Specialist

As a Customer Experience Specialist I in Support, you will play a crucial role in ensuring a seamless and positive customer experience. This entry-level position is suitable for individuals with 0 - 1 years of relevant work experience who are eager to learn and grow in the field of customer support. You will work closely with your team members and managers, using effective communication and problem-solving skills to assist customers and resolve their issues. This role involves obtaining certifications, maintaining a high level of technical knowledge, and actively contributing to the success of the team.

What you will do:

• Certification Acquisition:
  • Obtain Lessonly or Seismic University Certifications as required for the role.

• Effective Communication:
  • Communicate efficiently and effectively with team members and managers.
  • Utilize the correct process of communication, including CS question macros and T2 question/bug macros when seeking help or information.
• Ticket and Chat Management:
  • Regularly update chats and tickets on a 48-hour cadence unless otherwise specified.
  • Handle and resolve customer inquiries and issues via chat and ticketing systems

• Technical Knowledge:
  • Possess basic technical knowledge and understanding of Customer Experience.
  • Perform basic troubleshooting steps and provide actionable guidance to customers to reach resolutions

• Sev-0 / Sev-1 Process:
  • Master the Sev-0 and Sev-1 process for critical customer issues.

• Collaborative Problem-Solving:
  • Collaborate primarily with peers on the team to resolve customer issues and improve customer satisfaction.
  • Participate in group projects and initiatives to enhance team effectiveness.

• Chat Volume and Response Time:
  • Manage a chat volume ranging from 500 to 2,000 closed chats.
  • Maintain an average chat response time under 2 minutes.
  • Be 100% customer-facing, providing exceptional service to customers.

• Customer Satisfaction:
  • Maintain a CCSAT (Customer Contact Satisfaction) score above 4.8, quarter over quarter.
  • Achieve a Klaus Score above 90, indicating high-quality support interactions.

• Guru Integration:
  • Become a Guru of at least one integration.
  • Actively participate in Guru project items, either independently or as part of a group.

• Initiative and Side Projects:
  • Take the initiative to assist with side projects that contribute to team success.

Who you are:

• 0 - 1 years of relevant work experience.
• Lessonly or Seismic University Certifications (No prior certifications required).
• Strong communication skills and the ability to follow established communication processes.
• Basic technical knowledge and troubleshooting skills.
• Ability to work well in a team and collaborate effectively.
• High level of initiative and eagerness to learn.
• Commitment to maintaining high customer satisfaction scores.
• Willingness to work in a fast-paced environment with a high chat volume.

This Customer Experience Specialist I role in Support offers a great opportunity for individuals looking to kickstart their career in customer support while contributing to the success of the team and the satisfaction of our customers.

Our values: 

Here at Seismic, we ignite growth for our company, industry, and people. We are enablement innovators seeking the best, brightest teammates who are mission-driven and empowered by our values. 

• We are inclusive. 
• We are vulnerable. 
• We seek to understand. 
• We strive for excellence. 
• We champion the customer. 
• We celebrate success. 

What we have for you: 

• Take time to rest and recharge w/ paid time off, paid company holidays, and end of year company shutdown 
• Medical, dental, vision and 2x life insurance 
• Health Savings Accounts with $1,000 Single/$2,000 Family employer contribution and employer-paid disability plans  
• Fertility & family planning benefits 
• Paid parental leave and family caregiver leaves 
• Annual professional development reimbursement 
• Mental health support + Employee Assistance programs w/ free counseling sessions 
• 401k w/ employer match  
• Equity program and performance-based bonuses  
• Bring Your Own Device technology stipend 
• Seismic Cares Program w/ charitable donation matching 
• Nine Communities of Belonging (employee resource/affinity groups) 
• Access to free paid telemedicine
• Pre-tax commuter benefits 

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