Customer Experience Analyst

A Customer Experience Specialist is responsible for resolving non-technical customer issues with clarity, empathy, and a focus on customer satisfaction. They play a key role in creating and maintaining knowledge base articles to enable proactive self-help for customers. The CES empowers users, making their experience effortless through compassion and deep product knowledge.Responsibilities
Should be able to assist all assigned products to the team such as Asset Store, Refunds, Pixyz, UCP nested products, Speedtree, Plastic SCM, and other products in the pipeline.Answer user questions with clarity and empathy through Zendesk:

• Respond promptly to customer inquiries through email, prioritizing based on user types and channels, ensuring a high level of clarity and empathy.
• Follow up on rated tickets and engage with users considering cancellation to offer pause options.
• Provide support for various non-technical areas, including license support, Unity product inquiries, account management on user systems, etc.
• Regularly share insights on customer challenges and issues with the global team.
• Collaborate with colleagues for second opinions or intervention on complex tickets.

Knowledge Management:

• Create, maintain, and update knowledge base articles to facilitate customer self-help (KCS implementation)
• Flag outdated articles for revision and propose new articles as needed.
• Collaborate with Knowledge Base admins to stay informed about new processes.

Collaboration:

• Collaborate with internal stakeholders to relay customer feedback and actively participate in new product onboarding meetings.
• Cross-collaborate with different internal teams to positively impact the business in areas of need.