Customer Happiness Specialist

Maintain coverage of live, support communication paths:

• Phones (ext 3 direct calls), as well as transfers from Sales/Order Management/Success (frontline revenue teams)

• Live chats transferred from frontline revenue teams

• Provide support in the E-Learning Heroes (ELH) community:

  • Maintain an active, friendly and helpful presence in the ELH community forums. 

  • Monitor the ELH forums for users who may be contributing spam, inappropriate content and/or aggressive language in accordance with the ELH Community guidelines.

  • Review and answer all ELH product forum threads that a) fall within our documented support policy and b) have not already received a confirmed answer/solution to the customer's problem. 

  • Serve as an escalation point routing cases to the appropriate team based on customer needs, level of frustration, while following our Rules of Engagement

    • Categorize and escalate cases to Sales/Order Management/Success teams following rules of engagement

    • Develop strategies and areas of improvement for accurate case escalation

    • Advocate for customer needs through bug prioritization and championing of feature requests

    • Track and gather evidence from calls, chats, forum threads for high priority customer issues or needs 

    • Provide a human touch and guided path to our documented support options for customers who are unfamiliar or have previously been unable to use our normal support case submission process. 

    • Work directly with Support Team leads to understand customer needs and issues to determine an appropriate course of action

    • Develop strategies and solutions to ensure customers follow the designated support path in conjunction with the Customer Happiness Team Supervisor. 

    • Cultivate a broad and varied understanding and knowledge of Articulate software and tools, in addition to general technical support information to provide efficient and competent assistance to customers in a live environment. 

    • Continuation of training and knowledge acquisition for new/existing Articulate products:

    • Review of updated solutions, tutorials, YouTrack filed bugs

    • Participate as an active Support team member:

      • Answering customer questions in other Support avenues such as Tier 2 cases, and the Building Better Courses side of the ELH community as time allows and for continued presence/training on new customer queries and issues

      • Monitoring public and private Slack channels and direct messages to assist with Support related queries from Support team members and other colleagues within Articulate. 

      • Serve as a representative and liaison of the Support team to other Articulate teams as required.

      • Availability during requested hours, Monday - Friday (unless prior approval from supervisor) to respond to customers in a timely manner in accordance with our Support policy.

      All other duties as assigned

You are able to handle stressful situations while maintaining a friendly and professional attitude.

You have excellent written and oral communication skills; you are able to convey complex concepts concisely and clearly to customers and colleagues with professionalism and empathy. 

You can manage multiple input points for customers to seek help and assistance 

You have a talent for turning frustrated customers into the biggest fans of Articulate by actively looking for ways to assist them and thinking outside the box. 

You have the creativity and ability to negotiate and persuade customers toward understanding a particular policy or product behavior/design. 

You can identify complex problems and discern the proper escalation path. 

You display independence at managing the day-to-day volume, case assignment, and other duties as assigned or time allows. 

You are able to decipher and interpret customers' needs and struggles from limited information or in situations where English is not the user’s first language.