Customer Happiness Specialist

🕒 April 24

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Articulate

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2002

💰 $1.5G Series A on 2021-06

Articulate develops e-learning software, content, and resources that change the way the world learns. More than 118,000 organizations worldwide, including all 100 of Fortune 100, have created millions of courses using our online training apps, Articulate 360 and Rise.com. With Articulate 360, e-learning developers get everything they need to create courses for their learning management systems, including the award-winning authoring app Storyline 360. Learn more about Articulate 360 at https://articulate.com/360.With Rise.com, organizations get everything they need to create, track, and manage their online training in one complete system. It's the all-in-one online training system employees love. Learn more about Rise.com at https://rise.com.Articulate also has the industry's largest community, E-Learning Heroes, where online training professionals get inspiration, guidance, product support, and best practices on building online training. Join the 1+ million member of E-Learning Heroes at https://community.articulate.com.As a human-centered organization, Articulate is driven by our vision to empower people to live better lives. We're committed to providing the best value to customers and doing right by our employees.We're building a team that looks like the world we live in and an environment where people from diverse backgrounds feel like we belong. Learn more about why we're one of Inc. Magazine's Best Workplaces of 2020: articulate.com/about/careers

📋 Description

• Maintain coverage of live, support communication paths: • Serve as an escalation point routing cases to the appropriate team based on customer needs, level of frustration, while following our Rules of Engagement • Advocate for customer needs through bug prioritization and championing of feature requests • 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

🎯 Requirements

• 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.