About the role

As a  Customer Experience Consultant, you will have the unique opportunity to work daily with our valued customers, including photographers and agents, as well as collaborate closely with internal employees. Your dedication to providing exceptional education, troubleshooting support, and maintaining a high level of professionalism and customer service will be crucial to our success!

We strive to deliver flawless customer experiences and offer world-class products. You'll be a product and process expert; you will play a pivotal role in supporting new product launches and staying ahead of industry events to understand how these changes might impact our customers. Your ability to respond promptly to all customers within assigned service levels and take ownership of resolving customer issues will be key to our continued success.

Responsibilities

• Provide exceptional customer service and support to photographers and agents

• Master products and processes

• Support & understand new product launches

• Stay on top of industry events and changes

• Respond to customers within assigned service levels

• Take ownership of resolving technical customer issues

• Meet defined goals and activity metrics using the CX CRM

• Communicate openly with customers and teammates, both internal and external

• Adapt quickly to changes in a fast-paced environment and be a leader of change

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Requirements

• Fluent English speaker with excellent written and verbal communication skills

• 2+ years of customer support experience, with 6 months in technical support preferred

• Passionate about customer satisfaction and seeing it as vital to organizational success

• Consistent track record of identifying case trends and resolving issues

• Experience with CRM systems

• Comfortable in a fast-paced, quick-changing environment

• Broad knowledge of online software and relevant technologies

• Reliable and fast internet connection

• Experience using multiple channels for delivering customer support

• Ability to work effectively with customers of varying technical proficiency

• Quick learner and adaptable to industry and company changes

• Attention to detail for documentation required per policy

• Resourceful at troubleshooting technical issues

• Willingness to guide and educate team members and customers

• Ability to provide workarounds for different products and report bugs

• Initiative to self-train and stay up to date with new products and fixes

• Flexible schedule, including weekend availability