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.
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