Customer Experience Specialist

Baltimore, MD
May 21, 2022
May 29, 2022
Accountant, IT
Full Time
Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismics platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. Nearly 2,000 organizations including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, and Australia. The Customer Experience Specialist will serve on the front line of Seismics customer chat communications, providing friendly and helpful guidance and support. Were developing a robust customer experience program and your contributions will be foundational to establishing our support ethos, embody our values in interactions with our customer base, and capture valuable feedback so we can continue to improve our product and customer facing knowledge, documentation, and guides. Qualified candidates are experts in customer support with a demonstrated knack for building rapport with customers from diverse backgrounds and in a variety of situations. You develop and maintain leading product expertise and guide customers through various customer facing resources. You will find the best possible solutions and content for our customers by helping them navigate resource on multiple platforms. You enjoy chatting with customers, and take pride in customer-facing work. Youll be a great candidate if you are able to quickly identify and connect customers with resources, answer questions, have great written communication skills and have a desire to work in a collaborative environment with your team members and other Seismic departments. WHAT YOULL BE DOING: - Know the Seismic product inside and out and respond to customer requests via chat. - Contribute to the customer facing knowledge base to help customers find answers to their questions - Collaborate with Support Engineering, Customer Success, Technical Writers, Education, Product and Community Teams to improve customer facing resources and address gaps in content. - Proactively look for answers to questions and propose improvements in online content. - Develop a nuanced understanding of customers and share perspective to help Seismic make informed decisions about future product improvements WHAT YOU BRING TO THE TEAM: - 1 years experience in a customer support role - Aptitude for communicating with clarity and empathy via chat - Ability to interact with multiple Seismic departments and communicate customer needs - Knowledge of HTML and CSS preferred - Ability to write customer facing knowledge articles WHAT WE HAVE FOR YOU: - Generous PTO, paid holidays, and paid parental leave - Competitive Medical, Dental and Vision Plans - Robust 401(k) fund options with company matching - Flexible work schedule - Seismic Cares volunteer program - OneSeismic culture that celebrates wins, encourages autonomy, ownership, and transparency Headquartered in San Diego and with more than 1,300 employees across the globe, Seismic is the global leader in sales ENABLEMENT , backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also recently expanded its team and product portfolio with the acquisition of Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft. Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. UNITED STATES CANDIDATES ONLY: Notice regarding COVID-19 vaccination requirement as a condition of employment. At Seismic, we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus, and the increased transmissibility with recent variants, all new US based Seismic employees, whose job requires them to meet in person with others or be present at a Seismic office in the course of their employment, must provide original documentation confirming status having received the prescribed vaccinations (doses) based on the manufacturers guidelines on their first day of employment. Accommodations due to medical or religious exemptions will be considered. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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