Customer Experience Specialist

US AI; North Bethesda (MD); On-site; USD 55,000 - 125,000; Full time

Benefits offered by this job

401(k) matching

Competitive salary

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

Job summary

US AI in North Bethesda, MD is seeking a Customer Success Specialist to act as the voice of the user, delivering application support and training to customers. You will collaborate with engineers, data scientists, and stakeholders, address user concerns, and help maintain positive experiences.

Applicants should have an associate degree and at least two years in a customer-support role, with proficiency in Word, Excel, and GSuite.

Qualifications

• Associate degree required in CS, business, or related field.
• Minimum 2 years in a customer-support role.
• Familiarity with Microsoft Word, Excel, and GSuite.

Responsibilities

• Provide application support to customers based on training and materials.
• Support the Customer Experience team to maintain positive customer experiences and address concerns.
• Provide application training and guidance to end users on US AI applications as needed.
• Collect feedback from users for analysis by other teams.
• Escalate major issues or critical feedback to Customer Experience leadership.
• Participate in testing to understand the user perspective.
• Report on performance for SLAs and issue management.
• Document customer concerns for knowledge management within the team.
• Collaborate with engineers, analysts, data scientists, developers, and stakeholders daily.

Skills

Problem solving

Tech adaptability

Interpersonal skills

Critical thinking

Education

Associate’s degree in computer science, business or related field

Tools

Microsoft Word

Excel

GSuite

Job description

Benefits:

• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance

WHO WE ARE

US AI stands as a forward-thinking digital transformation enterprise, dedicated to enabling individuals to achieve remarkable feats through cutting-edge technology. As a leader in Artificial Intelligence, Cybersecurity and Self-Healing Infrastructure, we are actively seeking top-tier talent to spearhead the commercialization of groundbreaking products and propel our business to new heights.

If you’re passionate about pushing the boundaries of what’s possible in the digital realm, then this is the place for you. Come work with us, and let’s redefine the future together.

About the job

As a Customer Success Specialist, you will help our customers get the most out of our product offerings by acting as the “voice of the user”. The ideal candidate will easily connect with users as an active listener, have a passion for customer service and experience excellence, and the ability to learn quickly.

What you’ll do

• Provide application support to company customers based on training and materials provided by United Solutions.
• Support the Customer Experience team to maintain positive customer experiences and address user concerns with our applications.
• Provide application training and guidance to end users on United Solutions applications as needed in one-on-one settings.
• Collect feedback from users during interactions for analysis and use by other teams in United Solutions
• Escalate major issues or critical feedback to Customer Experience leadership to address at a higher level
• Participate in testing and other application activities to better understand the user perspective
• Report on individual performance for SLAs and issue management for responding to user issues
• Document customer concerns for contributing to knowledge management within the Customer Experience team and other teams
• Collaborate with other engineers, analysts, data scientists, developers, and stakeholders, taking learning and leadership opportunities that will arise every single day

Education & Experience

• Associate’s degree in computer science, business or related field
• Minimum of two (2) years’ experience working in a customer support role, preferably in a product company
• In depth knowledge of common computer productivity software including Microsoft Word, Excel, GSuite, and other similar software used in most professional environments

Required Skills / Certifications

• Possess strong problem-solving skills to address customer issues and find solutions efficiently
• Ability to acclimate to technical innovation and IT trends in the workplace
• Exceptional interpersonal and communication skills
• Excellent observation and critical thinking skills

Preferred Skills / Certifications

• Bachelor’s degree in computer science, business, or related field
• Ability to obtain Public Trust/Secret clearance based on customer requirements
• ITIL 4 Foundations or CompTIA A+

Security clearance

• You must be able to obtain a security clearance (Secret or higher) – US Citizenship required

COMPENSATION

• $55,000-$125,000 per year based on skills, experience

Benefits

• We offer a comprehensive benefits package, paid time off, life insurance, 401(k) retirement savings plan with employer matching, and opportunities for professional growth and career development.

You have the legal right to work in the United States without current or future employer sponsorship. Qualified candidates must live in the United States, with the ability to commute to the North Bethesda, MD office. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. USA I is committed to a policy of equal employment opportunity for all persons without regard to race, color, religion, sex, gender identification, age, marital status, disability, sexual orientation, national origin, disabled veteran or Vietnam-era veteran, or any other classification protected by applicable anti-discrimination laws. We prohibit and do not tolerate any form of discrimination or harassment.