Customer Experience Specialist
6 days ago
We are proud to be part of E2open, the connected supply chain platform that empowers global companies to transform their operations. As a Customer Experience Specialist, you will play a vital role in delivering high-quality support to our global customers.
The ideal candidate will be highly adaptable, detail-oriented, organized, and possess excellent analytical and problem-solving skills. They will collaborate with global customers' Helpdesks and IT on day-to-day incident and problem resolution, working closely with a team maintaining 24x7 Customer Support Services.
Key Responsibilities:
- Collaborate with global customers' Helpdesks and IT on day-to-day incident and problem resolution.
- Address critical customer issues quickly and effectively by collaborating with Client Experience, Cloud Operations, Professional Services, and Product Development in a global environment.
- Record and maintain customer interactions, detailing inquiries, comments, and complaints, as well as actions taken.
- Update knowledge base articles consistently as new knowledge is discovered.
- Meet KPIs to achieve customer experience excellence.
What You Need:
- Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, or equivalent in Computer Science/Information Technology.
- Excellent written and verbal communication skills in English.
- Candidate must be willing to work shift hours.
- BASIC understanding of ITIL, incident, and problem management would be an added advantage.
- BASIC knowledge on Linux is a plus.
- Logical approach and excellent problem-solving skills.
- Ability to work well both in a team environment and independently under minimal supervision.
- Willingness to learn new technologies on own initiative.
About Us:
- We value diversity and inclusion, ensuring a welcoming environment for all employees.
- We participate in the E-verify program in certain locations, as required by law.
- We do not accept unsolicited referrals or resumes from any source other than directly from candidates or preferred vendors.
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