Overview

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.

We are looking for this Customer Experience Specialist to be located and support Eastern or Central Time Zone.

Who you are:

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.

What you'll be doing:

Certification Acquisition:

• Obtain Seismic Learning 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 year over year

• Maintain an average chat response time under 2 minutes.

• Be 100% customer-facing, providing exceptional service to customers.

Customer Satisfaction:

• Maintain a CSAT (Customer Contact Satisfaction) score above 4.8, quarter over quarter.

• Achieve a ZenDesk QA 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.

What you bring to the team:

• 0 - 1 years of relevant work experience.

• Seismic Learning 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, curiosity, and eagerness to learn.

• Commitment to maintaining high customer satisfaction scores.

• Willingness to work in a fast-paced environment with a high chat volume.

What we have for you:

At Seismic, we're committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page.

We are committed to fair and equitable compensation practices.

Seismic's annual base salary range for this position will vary based on applicant's location, experience, job level, skills, and abilities as well as internal equity and alignment market data. The range listed below is the minimum to the maximum of our target hiring range.

Seismic's salary range for this position is: USD $40,300.00/Yr. - USD $69,500.00/Yr.

This position is also eligible to participate in Seismic's incentive plans in addition to base salary. The actual incentive amount will very and will be subject to the terms and conditions set in the applicable incentive plan.