Jr. Customer Support Specialist at ContactEngine
McLean, VA, US

We are very proud to say that none of the clients that ContactEngine has gained over the past 5 years has ever left us.  This is principally because, taking over after the success of the first implementation, our brilliant Customer Support Specialists thentake our clients on a journey of ever-increasing business value. 

Our Customer Support Specialists seek to improve existing and new customer journeys, and support all clients on a 24/7 basis ensuring ContactEngine can deliver high returns.  They look foropportunities to apply human intelligence, machine learning and artificial intelligence to optimise all conversations and associated business outcomes.  They are tireless in their aim and desire to perfect the entire customer journeyfor their clients, through support, testing, conversation audits among other roles.This group of dedicated Customer Support Specialists seekto eradicate customer churn for our clients by delivering,for their customers, a perfect customer journey.

Key Responsibilities:

Proactively monitor and audit conversations using ContactEngine’s tools
Analyse  records  history  (conversations,  status  events,  agent  notes,  etc.)  to  ensure  the appropriate course of action is followed when handling cases
Identify cases which require escalation and human intervention,and channel those cases to the appropriate resolution point
Identify and track solution issuesand improvement opportunities under established SLAs
Respond and own issues raised by system monitoring, clients, or their ongoing analysis
Assist in Market Trail Testing and conversation implementations
Escalate according to client and ContactEngine SLAs
Assist the Innovation team by taggingconversations with Artificial Intelligence (AI) Intents to further train the AImodels and improve the Machine Learning Engine

Core skills and attributes:

Entry-levelcommercial awareness, including the support of business cases.
Proven customer service skills.
Ability to manage multiple accounts and work streams concurrently without lossof quality or attention to detail.
Clear and concise written and spoken communication skills.
Strong presentation skills, excellent ability to present written information in a structured, balanced form and in a format that is tailored to the audience.

Personal attributes and other requirements:
Willing to travel(c. 10% of the time)
Strong work ethics
Honest, diligent, and trustworthy
Multi-lingual required

What ContactEngine brings to the table:

You’ll be joining a rapidly expanding and award-winning company,with  world  class  and disruptive SaaS technology.
You’ll have excellent opportunities to use and expand ALL your skills and make huge strides in your professional development.
You’ll be joining a strong culture,and a tight-knit team of colleagues.
You’ll have good opportunities to earn well.

Timings/Renumeration:

Full time
Available to work rotating shifts, weekends and holidays
Remuneration TBC

We are committed to creating a diverse and inclusive company that better reflects the community we live in. We therefore welcome applications from candidates of all backgrounds.

Sound like you? Great! Please get in touch with us by sending your resume and cover letter.