Cybrary is seeking a solutions-oriented Customer Experience Associate to join our growing Customer Experience team. The Customer Experience team strives to create meaningful interactions with each and every customer we serve. In this role, the Customer Experience Associate will troubleshoot customer queries via chat, and help customers resolve issues including website navigation, product questions, ordering and payment issues. The ideal candidate is tech-savvy, detail-oriented, resourceful, collaborative, and knows how to maintain perspective and levity in a fast-paced environment. This role includes a full-time schedule with weekend hours - specific schedules available at time of offer.
What You Will Do
Cybrary is seeking a solutions-oriented Customer Experience Associate to join our growing Customer Experience team. The Customer Experience team strives to create meaningful interactions with each and every customer we serve. In this role, the Customer Experience Associate will troubleshoot customer queries via chat, and help customers resolve issues including website navigation, product questions, ordering and payment issues. The ideal candidate is tech-savvy, detail-oriented, resourceful, collaborative, and knows how to maintain perspective and levity in a fast-paced environment. This role includes a full-time schedule with weekend hours - specific schedules available at time of offer.
Responsibilities include:
- Respond to all chat, voicemail, and email inquiries in a timely manner from our ticketing platform
- Navigate seamlessly between multiple client interactions and internal systems while working toward clearly defined customer service goals
- Troubleshoot technical problems including but not limited to browser issues, email deliverability, payment portals, IP addresses and authentication methods
- Ensure your SLAs are met and positive CSAT rating is maintained
- Collaborate and work closely with the Customer Success and Product teams for interdepartmental projects and cross-functional support
- Align with and execute on internal operating procedures to ensure best-in-class delivery of support
- Contribute to internal projects and share new ideas/feedback relating to customers and our team’s processes
- Respond to all chat, voicemail, and email inquiries in a timely manner from our ticketing platform
- Navigate seamlessly between multiple client interactions and internal systems while working toward clearly defined customer service goals
- Troubleshoot technical problems including but not limited to browser issues, email deliverability, payment portals, IP addresses and authentication methods
- Ensure your SLAs are met and positive CSAT rating is maintained
- Collaborate and work closely with the Customer Success and Product teams for interdepartmental projects and cross-functional support
- Align with and execute on internal operating procedures to ensure best-in-class delivery of support
- Contribute to internal projects and share new ideas/feedback relating to customers and our team’s processes
Who You Are
- Bachelor’s Degree
- Minimum of 2 years of experience in Customer Service
- Prior experience working in a Contact Center environment (Preferred)
- Proven fast learner who is willing to ask questions and communicate openly
- Expert written and communication skills - you are friendly and empathetic, aware of your tone, and able to be clear and concise.
- Genuine interest in the Cybersecurity and Information technology industry
- A willingness to go above and beyond to resolve customer issues
- Technically proficient/prior experience with Slack, Google Sheets and Zendesk or another live-chat ticketing platform
- Experience in a fast-paced, high-growth startup a major plus
- Interest and ability to work alternative hours to support our international customer base
Location
This position is located in our College Park, MD office. While we do not expect our team to be in the office every day, this position is not a remote position.