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Technical Customer Experience Specialist
EvolusNewport Beach, United Statesfull_timeVerifiedPosted 6 May 2024
About the role
Evolus, Inc. is a performance beauty company focused on providing physicians and their patients with expanded choices in medical aesthetic treatments and procedures. We are seeking an eager, goal-oriented Technical Customer Experience Specialist for our Customer Experience team. This individual will work closely with the Customer Experience leadership team to manage projects and implement improvements that support Evolus customers and the sales team. This individual will interact with different departments to resolve issues via ticketing systems in an organized and timely manner. In this role, the individual will be responsible for creating streamlined processes that will support the company's growth. If you are looking for an opportunity to showcase your abilities while growing your knowledge, then look no further! In this role, you will be challenged to drive the success of Evolus to build a brand like no other.
Let’s talk about some of the key responsibilities of the role:
Let’s talk about some of the key responsibilities of the role:
- Customer Support:
- Provide timely and effective technical support to customers and sales team via email, phone, and chat.
- Troubleshoot and resolve technical issues related to our products or services.
- Collaborate with internal teams to escalate and resolve complex customer inquiries.
- Process all required business transactions with accuracy in all relevant systems (NetSuite, Salesforce, and in-house applications).
- Achieve team and individual departmental goals and objectives.
- Project Management:
- Plan, execute, and monitor multiple projects simultaneously, ensuring adherence to deadlines and budget constraints.
- Define project scope, goals, and deliverables in collaboration with stakeholders.
- Track project progress, identify potential risks, and implement mitigation strategies to ensure successful project completion.
- Communicate project status updates, milestones, and issues to stakeholders regularly.
- Documentation and Training:
- Create and maintain comprehensive documentation, including process flows, FAQs, and troubleshooting manuals.
- Conduct training sessions for internal staff and customers on product features, updates, and best practices.
- Continuous Improvement:
- Analyze support processes and identify opportunities for optimization and improvement.
- Recommend and implement enhancements to streamline workflows, improve customer satisfaction, and increase efficiency.
- Bachelor's degree in computer science, Information Technology, or related field.
- Proven experience in technical support roles, preferred.
- Strong project management skills, with the ability to manage multiple projects concurrently.
- Proficiency in project management tools such as Jira, or Fresh Ticket, preferred.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal teams.
- Problem-solving mindset and the ability to troubleshoot technical issues independently.
- Experience in creating and maintaining documentation.
- Familiarity with Agile methodologies is a plus.
- Two to three years of Customer Service experience is preferred.
- Computer Skills – Proficient in Microsoft Office. Ability to type at 40 wpm with accuracy. Experience in Jira, NetSuite, Salesforce or another CRM preferred.
- Office location – Newport Beach.
- This position reports directly to the Customer Service Supervisor.
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