Address
Form of work
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.
