Customer Experience & Resolution Specialist

Doist; Princeton (NJ); Remote; USD 36,000 - 48,000; Full time

Job summary

Lingraphica is seeking a Customer Service Specialist to work with prospects and existing customers, delivering world-class support across multiple channels. You will resolve Tier 1 issues, triage concerns, and coordinate with Reimbursement, Funding & Benefits, and Product Support teams to improve service quality.

You will manage frontline activities using a ticketing system, provide product education, and proactively follow up to ensure customer satisfaction throughout the pre-trial and trial

Responsibilities

• Maintains knowledge of product enhancements and campaigns affecting frontline volume.
• Interacts with prospects and customers to deliver a superb experience and build relationships.
• Identifies and resolves Tier 1 product issues Lingraphica customers encounter.
• Follows up with customers to ensure concerns are resolved.
• Communicates with customers through calls, email, chat, and other platforms.
• Monitors trends using CRM data to support improvements and the customer experience.
• Liaises with Reimbursement, Funding & Benefits, and Product Support to improve processes.
• Recognizes opportunities to engage customers and hand off to the appropriate team.
• Manages frontline activities using a ticket system to document issues.
• Supports de-escalation of service matters including device and website issues.
• Provides education on Lingraphica's products and trial process to engage prospects.

Job description

Lingraphica is seeking a Customer Service Specialist to work with prospects and existing customers, delivering world-class support across multiple channels. You will resolve Tier 1 issues, triage concerns, and coordinate with Reimbursement, Funding & Benefits, and Product Support teams to improve service quality.

You will manage frontline activities using a ticketing system, provide product education, and proactively follow up to ensure customer satisfaction throughout the pre-trial and trial