Customer Experience Representative

Diamond Kinetics, Inc. in Pittsburgh, PA

  • Industry: Retail - Customer Service/Sales
  • Type: Full Time
position filled
Job Description

The Customer Experience (CX) Representative is responsible for becoming a Diamond Kinetics product expert and using that expertise to assist customers and partners with any questions or issues that may arise.  

The CX Representative will contribute to the Diamond Kinetics library of user guides and other support material to provide educational and troubleshooting resources for customers. 

In addition, the CX Representative will be responsible for physical, real-world testing of the hardware, firmware, and software to ensure the highest quality products will be provided to the market.  

Success in this role is defined by the ability to diagnose and resolve customer issues in a way that moves each customer towards Diamond Kinetics advocacy.  The CX Representative should be able to distill large and small bits of information into easily understood explanations for customers.

Key Responsibilities

Provide on-going support to the Diamond Kinetics user base:

  • Leverage product expertise to assist and delight customers who have issues or general questions about any Diamond Kinetics software or hardware.

  • Provide customer support via phone, email, chat and social channels.

  • Perform remote diagnostics and repairs using various software and knowledge base tools when possible.

  • Manage support tickets and thoroughly document all inbound support requests.

  • Manage the timely shipment of replacement parts and products.

  • Help develop recommendations to the application interface to improve the user Experience. 

  • Contribute to knowledge base and other technical support related documentation including support videos, technical guides, FAQs, etc.

Thoroughly test new releases of software, firmware and hardware: 

  • Perform and/or facilitate tests.

  • Identify problem areas in each new software release.

  • Find reproducible steps for any problem area and effectively communicate both the issue and the steps for reproduction into problem reports.

  • Work with development team to confirm resolution of identified problems.

  • Become a DK product expert with deep knowledge of all apps and hardware

  • Physical Requirement: This role requires the ability to take a number of baseball/softball swings and throw a number of baseball/softball pitches to test interaction of Diamond Kinetics hardware and software.


Qualifications

  • Relevant Bachelor’s degree, or an equivalent combination of education and experience.

  • 1-2 years of customer support or related experience.

  • Physically comfortable pitching a baseball/softball and swinging a baseball/softball bat.

  • Excellent communication skills, both written and verbal.

  • Very high attention to detail.

  • Exceptional customer-service orientation. 

  • Curiosity and willingness to continuously learn new things.

  • Ability to self-manage and proactively seek to solve problems. 

  • Ability to multitask and change directions as requirements and priorities change.

  • Experience working in fast-paced, changing environments.

  • Team player.

Additional Desired Experience

  • Played baseball or softball; understanding and passion for the games.

  • Experience writing basic SQL queries a big plus. 

  • Familiarity with the Agile software testing life cycle.

  • Experience with Zendesk.

  • Experience at the intersection of consumer hardware and software.

  • Start-up and/or early-stage company experience.



Additional Information

  • Applicants must currently reside in the Pittsburgh area or be willing to relocate at their own expense.

  • This is a full-time position, expected workload of 40 hours/week.

  • Requires reliable transportation to and from place of work.

  • Expect to work occasional evening and weekend hours. Potential for limited travel. 

  • Flexible work environment.

  • Competitive compensation package including salary, bonus, stock options, health insurance and 401K plan.

The intent of this job description is to provide a non-exhaustive representation of the type of duties and responsibilities that will be required of the position given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description. Diamond Kinetics may supplement, modify, or eliminate responsibilities from time to time, in its discretion. Diamond Kinetics is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee success.


You may be interested in these similar jobs!
Latin American Customer Service Representative (Gibsonia, PA)
Bon Tool in Gibsonia, PA

Latin American Customer Service Representative (LACSR) (Gibsonia, PA) Needed to support Latin American accounts/customers from quote to order process…

Read More
Customer Service Representative
FAMILY VIDEO in Coraopolis, PA

Highland Ventures, Ltd. is the parent company to six national brands: Family Video, Hoogland Foods (dba Marco s Pizza), Stay Fit 24, Highland Pure Wa…

Read More
Entry Level Sales & Customer Service Representative
The Job Window in Pittsburgh, PA

One of the fastest growing marketing and promotional advertising firms in the Pittsburgh area is looking for YOU to join their customer support and s…

Read More
Customer Service Representative
Medix in Pittsburgh, PA

Job Title - Group Claims AssociatePay Range - $15.11/ Per hourHour: Monday - Friday (8 am to 5 pm)Location - Pittsburgh, PA - 15275Job Summary: This …

Read More
Call Center Representatives Needed in Irwin
Peopleshare in Irwin, PA

Do you have experience in a call center or customer service position? Are you looking for a fresh start with a steady work environment? PeopleShare i…

Read More
Call Center Representative - Athlete Engagment
Dick's Sporting Goods in Pittsburgh, PA

DescriptionSummary:The Athlete Engagement Teammate role is an essential, front line role that connects our brand to our Athletes (customers). The Cus…

Read More
Customer Service Representative
Three Rivers Optical in Pittsburgh, PA

Three Rivers Optical is a 50 year old family owned and operated business. We are hiring an experienced Customer Service Representative to join our ex…

Read More
Experienced Call Center Representative
Work With Your Handz in East Mc Keesport, PA

Sullivan Super Service, a top, Family Owned Residential Service Company is looking for a dynamic Call Center/Customer Service Representative What We …

Read More
Sales Representative
Integrative Staffing Group in Zelienople, PA

Title:Sales Representative Location:Zelienople, PA 16063 Summary:Our client is hiring an Inside Sales Representative in the Zelienople area. Descrip…

Read More
Retention Customer Service Representative
Ibex Global in Pittsburgh, PA

ibex is recruiting sharp talent to join our team as a Customer Retention Specialist. In addition to a dynamic team environment, you'll enjoy competit…

Read More