Customer Support Experience Specialist

Novant Health; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare provider is seeking a proactive Customer Experience Specialist to enhance the quality of IT support interactions. This remote role involves collaboration with various teams to drive improvements in user satisfaction and support workflows while maintaining a commitment to innovation and user engagement.

Qualifications

• Five years IT experience or equivalent.
• Three years focused experience in IT support or services preferred.
• ITIL Foundation, HDI Support Center Analyst, Lean Six Sigma preferred.

Responsibilities

• Identify and implement improvements in support workflows.
• Monitor support channels and analyze incident trends.
• Contribute to initiatives that improve service delivery.

Skills

Collaboration

Communication

Analytical Mindset

Customer-Centric Mindset

Education

High School Diploma or GED

Bachelor's degree in Information Technology, Business Administration, Healthcare Administration, or related field

Tools

ITSM Tools (ServiceNow)

Job description

Job Summary

We’re looking for a proactive and detail-orientedCustomer Experience Specialistto elevate the quality, consistency, and usability of IT support interactions. In this key role, you’ll collaborate with frontline support teams, Field Services, the Service Desk, and ITSM partners to streamline workflows, promote self-service, and drive initiatives that enhance end-user satisfaction.

Schedule: 8:00AM – 5:00PM Monday - Friday

Location: Remote (Role requires travel to various Novant locations in North Carolina & South Carolina)

Department: Enterprise Technology Services – IT Service Excellence

Key Responsibilities

• Partner with IT support teams to identify and implement improvements in support workflows and user experience.
• Monitor support channels and analyze incident trends to uncover opportunities for optimization.
• Execute feedback-driven enhancements under the guidance of the Customer Experience Lead.
• Support the development and promotion of self-service tools and knowledge resources.
• Contribute to initiatives that improve service delivery and end-user engagement.

What You Bring

• Strong collaboration and communication skills across technical and non-technical teams.
• Analytical mindset with the ability to interpret support data and user feedback.
• Experience in IT support, service management, or customer experience roles.
• Familiarity with ITSM tools and best practices is a plus.

Responsibilities

It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.

• Our team members are part of an environment that fosters team work, team member engagement and community involvement.
• The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.
• All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".

Qualifications

• Education: High School Diploma or GED, required. Bachelor’s degree in Information Technology, Business Administration, Healthcare Administration, or a related field preferred.
• Experience:
  • Five years IT experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job, required.
  • Three years of focused experience in one technology area (e.g., IT support, applications, service desk, or digital tools for end users), preferred.
• Licensure/Certification:
  • ITIL Foundation, preferred.
  • HDI Support Center Analyst, preferred.
  • Lean Six Sigma, preferred.
• Additional Skills (required):
  • Intermediate experience with ITSM tools such as ServiceNow
  • Intermediate ability to analyze reports, ticket data, and customer feedback
  • Strong written and verbal communication skills for user-facing content and interactions
  • Customer-centric mindset with an aptitude for resolving issues with empathy and professionalism
• Additional Skills (preferred):
  • Familiarity with end-user experience platforms
  • Understanding of basic change management and communication principles

Job Opening ID

95730

• Education: High School Diploma or GED, required. Bachelor’s degree in Information Technology, Business Administration, Healthcare Administration, or a related field preferred.
• Experience:
  • Five years IT experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job, required.
  • Three years of focused experience in one technology area (e.g., IT support, applications, service desk, or digital tools for end users), preferred.
• Licensure/Certification:
  • ITIL Foundation, preferred.
  • HDI Support Center Analyst, preferred.
  • Lean Six Sigma, preferred.
• Additional Skills (required):
  • Intermediate experience with ITSM tools such as ServiceNow
  • Intermediate ability to analyze reports, ticket data, and customer feedback
  • Strong written and verbal communication skills for user-facing content and interactions
  • Customer-centric mindset with an aptitude for resolving issues with empathy and professionalism
• Additional Skills (preferred):
  • Familiarity with end-user experience platforms
  • Understanding of basic change management and communication principles

It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.

• Our team members are part of an environment that fosters team work, team member engagement and community involvement.
• The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.
• All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".