Customer Experience Representative

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Requirements:

• Positive and energetic attitude with exceptional customer service skills
• Passion and curiosity about technical products and SaaS
• Exemplifies a team mentality
• Strong attention to detail, with a sense of urgency
• Ability to prioritize issues and resolve them in order
• Exceptional written and verbal communication skills
• Strong ability to understand information from documentation
• Technical aptitude and ability to learn platforms
• Experience within a ticketing environment (ServiceCloud, ZenDesk, JIRA)
• Experience with CRM or Support Desk software is a bonus
• Asks for feedback and strives for continuous improvement
• Experience maintaining accurate documentation
• Proficiency in complex problem-solving

Responsibilities:

• Troubleshoot technical issues (e.g., Chrome extension, internet browsers) and reproduce customer problems for QA
• Provide actionable recommendations and solutions support via chat, email, phone, and screen sharing to customer challenges
• Communicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision
• Follow appropriate escalation paths
• Engage with customers to ensure satisfaction with TextUs products and services, demonstrating product expertise and providing guidance on usage
• Manage multiple customer conversations in Salesforce Service Cloud, maintaining a high level of service across all interactions
• Monitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager, and average responses per case closed
• Maintain expertise in 10DLC and stay up-to-date on company products and services.
• Gather and share customer feedback with relevant teams to improve products and processes.
• Identify and report bugs vs. expected behavior, escalating as needed and providing input for help center articles.
• Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details.
• Provide actionable feedback to improve processes across teams.
• Escalate customer issues to the appropriate teams (AM/Sales/Billing/Engineering).
• Work with product and engineering to report feature requests and resolve technical issues.
• Maintain accurate documentation in Salesforce Service Cloud to track customer interactions and ensure process improvements
• Ensure compliance with company policies, procedures, and service-level agreements (SLAs)