Customer Experience Specialist

  • Arkansas Center for Data Sciences
  • Little Rock, AR, USA
  • 11/17/2021
Full time Information Technology

Job Description

Arkansas Center for Data Sciences (ACDS) is helping TeamWALT (a digital division of Southern Bancorp Bank) hire a Customer Experience Specialist in Little Rock, AR. 

About the Employer: Southern Bancorp's mission is to provide mobile financial services "for the rest of us". TeamWALT's vision is to be a business innovation platform from which dozens of highly focused, problem solving solutions are discovered, designed, developed, and delivered. They are looking for people with kindness, positivity, and integrity.

TeamWALT is looking for people with kindness, positivity, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and potential will stand out. TeamWALT welcomes diverse perspectives from people who think rigorously and aren't afraid to be innovative and challenge assumptions.

What's an Apprenticeship? An apprenticeship is a full time position with a focus on learning! During your first year of employment, you are guaranteed formal training, a mentor, and a pay raise! Employers who have committed to the apprenticeship model for hiring are committing to building you and your career. You're encouraged to apply even if your experience doesn't precisely match the job description. Apprenticeship positions welcome diverse applicants who are looking to grow their career in IT! 

This position works closely with all teams writing and executing automation/manual testing on all our mobile products. They monitor every phase of development and will review the results with the product team to verify we are delivering a quality product/code.

The position will start with manual testing on the current sprint in line with the development of the current product. After a time of ramp up we will start to introduce automation work on the current project. The goal being to implement automation in the current product by the release date.

Responsibilities:

  • Achieve an exhaustive understanding of our product(s) and platforms  
  • Provide outstanding quality customer support with a high degree of customer satisfaction, proactive solutions, functional and technical expertise, as well as thorough and timely response to customers, via help tickets, email, and sometimes phone 
  • Perform excellent analysis, assessment, and troubleshooting with the ability to know when to escalate to additional support staff  
  • Achieve and maintain proficiency with the capabilities of the help ticket platform as well as communicating system and software changes for full optimization and utilization of the platform  
  • Maintain of existing knowledge base articles and development of new Knowledge base articles, tutorial videos, etc. for new products  
  • Develop and maintain trustworthy and meaningful customer relationships that people love  
  • Act as a primary contact for customers regarding technical and “how to” issues  
  • Assist customers by providing training over the phone as needed and explaining additional functionalities that customers may not be currently using  
  • Occasionally lead beta testers in trainings  
  • Document software defects and works with internal departments to escalate or resolve them  
  • Be the voice of the customer internally and champion of our products externally 

What's a successful candidate look like?

  • 1-3 years of experience in customer service field: You must have experience working with customers, strong interpersonal skills that give you the ability to work with people with a variety of skills sets  
  • Banking/Finance knowledge is a plus  
  • Experience with Zendesk, Helpcrunch or similar tools  
  • Exceptional communication skills: You understand that effective communication is about more than what you say, it’s about taking the time to listen and understand. You can make complicated concepts sound easy or describe in detail the simplest of interactions  
  • Enjoy solving technical problems: You won’t need to know how to code, but terms like HTML, CSS, and JavaScript shouldn't be foreign to you. You can quickly learn complex procedures, troubleshoot potential bugs on the fly, and visualize customers’ screens from their description alone  
  • An empathetic desire to help: For you, a new inquiry isn't just a case to close, but an opportunity to understand someone's story and make their life better  
  • Be a self-starter with a strong sense of urgency and accountability 

Requirements:

  • Ability to work in the United States without a current or future need for sponsorship
  • Ability to work onsite at office in Little Rock, AR

How does the interview process work? We want to get to know you! ACDS will conduct an initial phone interview and knowledge assessment. If your skills and interest match with the employer's needs, we'll share your resume or ask you to apply directly with them. After that, the employers will continue with their recruiting and interview process. If you are a match, an offer will be made for you to get started in your new apprenticeship role! We'll be here to make sure your apprenticeship year goes smoothly and that you are set up for career growth and success!

Meet the team and join an upcoming virtual webinars via zoom; dates and details on our events page

Check out our YouTube page for past webinars and career tips!

Learn more about us @ www.acds.co & LinkedInFacebookInstagram & Twitter