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.
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.
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.
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.
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.
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