Hace 6 días
IT Customer Experience
$75,000 - $80,000 Mensual
Sobre el empleo
Detalles
Contratación:
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Tiempo completoEspacio de trabajo:
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Details of the role:
We are seeking a highly motivated IT Customer Experience Specialist responsible for designing and delivering exceptional customer service to internal users experiencing IT issues or utilizing IT services. This role plays a critical part in fostering positive user experiences and ensuring smooth IT operations. The ideal candidate will possess strong communication and problem-solving skills, with a customer-centric mindset and experience in IT service management best practices.
- Key responsibilities:Define, monitor, and manage key experience indicators (KPIs) related to IT customer service.
- Design and implement a distinctive experience for the internal IT service desk, ensuring consistency across various support channels.
- Collect and analyze user feedback to identify areas for improvement in IT service delivery and processes.
- Collaborate with internal teams, including IT Operations, Security, Network Support, and Application Support, to ensure efficient resolution of issues and requests.
- Stay current with emerging technologies and best practices in IT service management to continuously improve service quality.
Required Skills:
- 5+ years of experience with the ServiceNow ticketing system.
- Excellent communication and interpersonal skills, with the ability to articulate complex technical issues to non-technical users.
- Strong problem-solving abilities and a proven track record of prioritizing tasks effectively in a fast-paced environment.
- Proficiency in common IT troubleshooting procedures.
- Familiarity with IT service management best practices, particularly ITIL.
- Customer-centric mindset with a passion for exceeding user expectations.
- Excellent written and verbal communication skills in English.
- Advanced English proficiency.
Nice to have:
- Experience in designing and managing customer experience strategies within an IT service environment.
- Knowledge of additional IT service management frameworks and methodologies.
- Familiarity with data analysis tools for evaluating customer feedback and service performance.
Soft Skills:
- Ability to think critically and creatively to find effective solutions to user issues and improve service processes.
- Willingness to work closely with other IT teams to resolve issues and improve overall service delivery.
- Careful consideration of all aspects of a user's issue to ensure accurate and thorough problem resolution.
ID: 19183989
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