Technical Experience Specialist
2 weeks ago
Job Title: Technical Experience Specialist
Department: Customer Support
Company Overview:
Our client is a renowned provider of innovative technology solutions. They are committed to enhancing customer experiences through cutting-edge products and exceptional support services.
Job Description:
We are seeking a dynamic and detail-oriented Customer Experience Specialist / Analyst to join our Customer Support team. The primary focus of this role is to create engaging and user-friendly content for our customers, develop our Chat Bot function, and analyse data to continually improve the customer experience.
Key Responsibilities:
Participate in building and developing chatbot/Chat GPT and machine translation processes and workflows.
Conduct thorough analysis of previous Chat Bot data to identify improvement areas and enhance user interactions.
Contribute to proposals for the design, structure, and delivery methods of content to optimise customer engagement.
Collaborate with the call centre team to review contact trends and recommend improvements to end-user content.
Liaise with document and development teams across international Brother sales offices to ensure consistent content quality and user-friendliness.
Review, edit, and create English-language content for product guides, user interfaces, FAQs, and other informational materials.
Manage production schedules to meet all deadlines and maintain high standards of content delivery.
Education and Experience Required:
Essential:
Experience in end user content review and creation, ideally in hardware and/or software domains.
Good understanding of customer journey and mapping, particularly using Chat Bot systems.
Excellent analytical skills and strong communication abilities.
Previous work experience in a customer support function with attention to detail.
Proficiency in Microsoft Office and Adobe Acrobat.
Desirable:
Degree-level education or equivalent professional experience.
Team leader or Supervisory experience
Experience working within a global company, collaborating with multi-national teams.
Familiarity with corporate industry-standard style guides for content creation.
Knowledge of machine translation systems.
Benefits:
£38k-43k based on experience
Flexi Working Hours (37.5 working week) Monday-Friday
Hybrid working model (2 Office/3 Home)
25 days holidays + BH
Free Parking
Opportunities for professional growth and development within a leading technology company.
How to Apply:
If you are a motivated individual who thrives in a dynamic environment and is passionate about enhancing customer experiences through innovative solutions, we encourage you to apply. Please send your CV and a cover letter detailing your relevant experience
The Recruitment Co. is an equal opportunities employer and we're committed to diversity and inclusion in the workplace
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