Customer Experience & Systems Specialist

ComputerLogic, Inc.; Macon, Northern (GA, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Health insurance

Paid time off

Growth opportunities

Collaborative team

Job summary

ComputerLogic, Inc. is seeking a dynamic Customer Experience & Systems Specialist to join our growing team in Macon, GA.

This hybrid role blends call center duties, QA oversight, and technical systems support to improve customer interactions and internal processes. You will handle inquiries via phone, email, and chat; monitor service quality; and troubleshoot CRM and ticketing systems, while helping onboard new hires and maintain clear internal documentation.

Qualifications

• 2+ years in a call center, help desk, or support role.
• Familiarity with QA processes and scorecard systems.
• Basic technical troubleshooting skills (CRMs, cloud platforms).
• Strong communication, organizational, and problem-solving skills.
• Experience with Zendesk, Salesforce, Five9, or similar tools is a plus.

Responsibilities

• Manage customer communications via phone, email, and chat.
• Resolve inquiries with empathy and professionalism.
• Identify feedback trends and elevate insights.
• Monitor customer interactions and evaluate service quality.
• Deliver feedback and coaching to support agents.
• Help develop scripts, training guides, and QA tools.
• Collaborate on service workflow and knowledge base improvements.
• Troubleshoot issues with CRM, ticketing, or phone systems.
• Serve as a liaison with IT for technical escalations.
• Support new hire onboarding and system access.
• Maintain internal documentation for user procedures.

Skills

Call center experience

QA awareness

Strong communication

Problem solving

Tools

Zendesk

Salesforce

Five9

Job description

Customer Experience & Systems Specialist

About the Role:
We’re looking for a dynamic and detail-oriented Customer Experience & Systems Specialist to join our growing team. This unique hybrid role combines call center operations, quality assurance (QA), and technical systems support, making it ideal for someone who thrives at the intersection of customer service, process improvement, and technical troubleshooting.

Key Responsibilities:

Customer Experience:

• Manage customer communications via phone, email, and chat
• Resolve inquiries with empathy and professionalism
• Identify feedback trends and elevate insights

Quality Assurance:

• Monitor customer interactions and evaluate service quality
• Deliver feedback and coaching to support agents
• Help develop scripts, training guides, and QA tools
• Collaborate on service workflow and knowledge base improvements

Systems Support:

• Troubleshoot issues with CRM, ticketing, or phone systems
• Serve as a liaison with IT for technical escalations
• Support new hire onboarding and system access
• Maintain internal documentation for user procedures

Qualifications:

• 2+ years of experience in a call center, help desk, or support role
• Familiarity with QA processes and scorecard systems
• Basic technical troubleshooting skills (CRMs, cloud platforms)
• Strong communication, organizational, and problem-solving skills
• Experience with Zendesk, Salesforce, Five9, or similar tools is a plus

Why ComputerLogic:

• Competitive pay and performance-based incentives
• Health, dental, and vision insurance
• Paid time off and holidays
• Opportunities for growth and cross-functional learning
• A supportive team that values collaboration, innovation, and customer satisfaction