Specialist, Customer Experience

Specialist, Customer Experience page is loaded## Specialist, Customer Experience locations:
IL, Chicago time type:
Full time posted on:
Posted 6 Days Agojob requisition :
R27618
** Product Support Specialist
** not-so-bad.  Most of us are gamers, but you don't have to be, we promise!  Just don't be surprised if you become one within a few weeks of starting!
*
* ABOUT YOU:

*** You are a team player at heart.
* Likes working with Tech:
Enjoys learning about multiple tech-style items and can utilize the knowledge gained.
* Organized/Multi-Tasker:
Able to keep multiple priorities moving fast in a systematic way. You can move through heavy workload requirements.
* Prioritize and problem solve:
Understanding there may not be just one answer that results in a positive outcome. You can think out of the box.
* Handle inquiries that range in complexity from “how-to” questions up to involved debugging to track down operational anomalies.
* Provide in-depth support for Steel Series hardware and act as a resource for customer escalations.
* Collaborate with multiple teams to provide feedback on hardware issues.
* Attend team meetings to assist in providing feedback to update the knowledge base.
* You thrive in a fast-moving environment of a fast-growing company, where tasks can evolve from day to day.
* You have an open approach to feedback and enjoy how it affects your work.
* You have a youthful nature, enjoying the social aspects of the job as well as the professional.
** NECESSARY

SKILLS:

*** Two years of experience in customer or technical support.
* Excellent communication skills and the ability to build rapport with customers quickly.
* Ability to troubleshoot hardware-specific problems and resourcefulness in obtaining information from users.
* A customer advocate mindset, paired with a big picture of understanding business goals and policies.
* Possess strong interpersonal skills with the ability to build collaborative relationships.
* Interest or experience in the Gaming industry;
Knowledge of video games preferred.
* ** Knowledge of Microsoft Office 365, Zendesk is a plus.
**** WITHIN 1 MONTH YOU WILL:
*** Settle in and get to know your new colleagues on the Support Team.
* Immerse yourself in Steel Series culture, values to begin understanding FOR GLORY!
* Dive in and gain a basic understanding of our products and policies.
* Work hand in hand with trainers to develop a basic understanding of platforms and procedures.
* Begin to own your work and troubleshoot various amounts of customer support scenarios.
** WITHIN 3 MONTHS YOU WILL:
*** Demonstrates ownership of workload by adhering to sensitive SLA’s, keeping up with queues, and upholding expected response times for all inboxes.
* Clearly and concisely offers explanations through strong writing skills.
* Serves as a mediator between the customer and Steel Series when resolving issues. Actively fact-finds and investigates both sides of a story before drawing conclusions.
* Demonstrates strong knowledge of customer experience practices and speaks competently with customers. Communicates using industry-standard terminology.
** WITHIN 9 MONTHS YOU WILL:
*** Has a deep knowledge of team policies and processes. Utilizes opportunities to share their expertise with the team and business partners outside of the Support Team.
* Understands the implications and risks of each solution, integrates feedback from others and adapts ideas to select the most effective solution for the problem.
* Participates in team projects outside of their regular scope of work.
* Actively seek solutions that improve the customer experience.[](blob:)0:00 / 6:29
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