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14 Apr
2015
Full-Time - Staff Customer Experience Specialist
Job Description
Customer Experience Specialist
Responsibilities:
- Ensure that projects are incorporated within Consumer Team.
- Acquire in-depth understanding of industry standards, and technologies integrated in Trend Micro products and services
- Review xSP & OEM PartnersÂ’ contract agreement to understand the support strategy before working with Technical specialists for the readiness activities
- Measure effectiveness of the support readiness activities based on contact rate, cost per subscriber, customer satisfaction rate, product and customer reviews
- Define the current and ideal consumer experience in relation to the changes made in the system, service, or process.
- Coordinate with stakeholders and other departments (Reports, BA, Tools, MIS/IT, Self-Service and TDG) for a smooth transition of the consumer requirements
Requirements:
- At least 3 year(s) of working experience in the related field is required for this position.
- Has the ability to begin and sustain process re-engineering and continuous improvement methodologies
- Excellent analytical and problem solving skills
- Good communication, documentation and specification skills
- Knowledge in using different Business Analysis and visual modeling tools
- A great team player and highly motivated to learn
- Able to manage tasks and project schedule
- Willing to work flexible hours in order to meet project schedule
- Good to excellent cross-functional team coordination skills
- Travel is required