Global CX Specialist — Hybrid Support & Insights

lighteracareers; Avon (CT); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Tuition reimbursement

401(k) matching

Job summary

LIGHTERA is seeking a Customer Experience Specialist to manage customer inquiries, provide technical support, and drive improvements in the customer journey. The role involves live chat, email, social media, and ticketing systems across multiple time zones.

The ideal candidate will have at least 3 years of experience with customers, strong communication skills, and a solid working knowledge of Windows, Word, and Excel.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• Experience in optical fiber, connectivity, communications, networking, data center, or related technology industries preferred.
• Minimum 3 years of computer experience, including a working knowledge of Windows, Microsoft Word and Excel
• Minimum of 3 years working with Customers
• Minimum of 3 years working with business processes.

Responsibilities

• Manage and respond to incoming customer support requests.
• Diagnose and troubleshoot customer issues related to website navigation, account setup, and online orders, providing solutions or escalating issues to the appropriate technical teams.
• Utilize CRM software and help-desk ticketing systems to log interactions, track cases, and document customer feedback.
• Maintain a professional, empathetic, and brand-consistent tone in all written communications while helping to de-escalate issues and build customer loyalty.
• Communicate customer feature requests, bug reports, and recurring concerns to Product Development and Marketing teams to support continuous improvement of web services.
• Partner with internal teams across Customer Support, Product, Marketing, and Operations to share insights, align on issue resolution, and improve the overall customer journey.
• Analyze customer feedback, case trends, and service interactions to recommend process improvements that enhance responsiveness, satisfaction, and long-term customer loyalty.
• Work effectively across various time zones to support customers and colleagues, ensuring timely follow-up, clear handoffs, and continuity of service.

Skills

Communication skills

Technical aptitude

Problem solving

Time management

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Windows

Microsoft Word

Excel

Job description

LIGHTERA is seeking a Customer Experience Specialist to manage customer inquiries, provide technical support, and drive improvements in the customer journey. The role involves live chat, email, social media, and ticketing systems across multiple time zones.

The ideal candidate will have at least 3 years of experience with customers, strong communication skills, and a solid working knowledge of Windows, Word, and Excel.