Specialist, Customer Experience

Job description

EDUCATIONAL REQUIREMENTS

• Graduate of the Ryerson Graphic Communications Management program required.

Position Summary:

Reporting to the Manager, Customer Experience Group, as the Customer Experience Specialist, you will work directly with customers, providing product support and guidance with top-of-flight customer service skills.

Purpose / Accountability

• Learn the product platform and utilize documentation, previous ticket history and training to service customer requests.
• Aims to delight every customer they interact with by providing a world-class support experience.
• Utilizes a fantastic personality and excellent communication skills to advocate for customers internally.
• Proactively manages customer expectations and relationships internally (development, testing) to ensure the best outcomes.
• Works well under pressure, able to juggle multiple priorities and ensure every customer receives the right amount of service.

Knowledge, Skills & Experience:

• Knowledge of Commercial Print Workflows required.
• Experience with Print MIS or ERP system a strong plus.
• Experience supporting an enterprise-size application a plus.
• Moderate technical skills (Windows, SQL Server, scripting) a plus.
• Comfortable juggling multiple deliverables with a ‘get it done’ attitude.
• Excellent written and verbal communication.
• Strong sense of ownership and pride in all work delivered.
• Able to work a flexible schedule as needed.
• 3+ years of work experience
• Customer/ Technical Support: 1+ year (Preferred)