Customer Experience Specialist

Summary

Join Smartcat's Customer Experience team as a Customer Experience Specialist and contribute to a world where innovations and ideas are equally accessible. You will play a crucial role in maintaining high customer satisfaction by resolving customer requests, engaging with customers via tickets, and participating in on-call support. This role requires expertise in troubleshooting, problem-solving, and collaboration with various teams. Smartcat offers a fully remote work environment, a high-impact role in a rapidly growing company, and the opportunity to innovate within a $100 billion industry. The company values diversity, inclusion, and high performance, creating a supportive and inclusive work environment. Smartcat is committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective.

Requirements

• Must have or practice consistently the values of customer obsession, empathy, ownership, and openness
• Excellent written and spoken English communication skills
• Knowledge of and experience with a blend of Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions
• Must be willing and able to work Middle Shift, 10am-7pm CST
• Must have experience working with Zendesk and Slack
• Must have experience working in a SaaS environment in a support role
• Possess exceptional troubleshooting and problem-solving skills
• Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough
• Openness to constructive feedback and the opinions and ideas of others

Responsibilities

• Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack
• Engage with customers via tickets during respective shifts
• Effectively take part in the rotational on-call roster to help our enterprise customers with critical issues during off-business hours. We offer on-call allowances as per the shifts
• Brainstorm and troubleshoot complex issues
• Develop and maintain documentation for the user's help center and internal usage
• Escalate customer requests to other teams (product, infrastructure, DevOps, etc.)
• Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams such as the Accounts management team and Sales for a top-notch customer experience

Preferred Qualifications

Experience with localization and translation is a plus

Benefits

Fully remote team