What are the responsibilities and job description for the IT Customer Experience Specialist position at Virtual Tech Gurus Inc?
Job Details
Description:
- The IT Customer Experience Deputy will report directly to IT Manager. This position plays a crucial role in ensuring a positive and efficient experience for end-users within the organization. This position involves handling various tasks related to IT service requests, mobile billing, finance, and general administration. The specialist collaborates with cross-functional teams, analyzes technical issues, and contributes to system improvements.
Roles & Responsibilities
- End User Escalations
- Relationship management with internal end users
- Request fulfillment (e.g., ServiceNow requests, digital investigations)
- Mobile billing administration (e.g., MobiChord, billing disputes)
- Finance & contract administration (e.g., product billing, renewals)
- Small CX projects
- General administration (e.g., documentation, process review, KBs)
Responsibilities:
- Collaborate with cross-functional teams to design, develop, and maintain software applications.
- Analyze complex technical problems, propose solutions, and implement them effectively.
- Contribute to system architecture discussions, ensuring scalability, performance, and reliability.
- Handle end user escalations by investigating the issue, evaluate the process, and keeping the end user happy during the process.
- Handle ServiceNow requests and digital investigations promptly and accurately.
- Manage mobile billing processes, including handling disputes and working with tools like MobiChord.
- Finance & Contract Administration: Assist with product billing, renewals, and related financial tasks.
- Participate in small customer experience (CX) projects, contributing to improvements and enhancements.
- General Administration: Maintain documentation, organize files, and handle administrative tasks as needed
Qualifications:
- Bachelor s degree in IT, Computer Science, or related field (or equivalent experience).
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Familiarity with ServiceNow and mobile billing tools is a plus.
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