Technical Experience Specialist

Job Title: Technical Experience Specialist
Department: Customer Support
Company Overview:
Our client is a renowned provider of innovative technology solutions. They are committed to enhancing customer experiences through cutting-edge products and exceptional support services.
Job Description:
We are seeking a dynamic and detail-oriented Customer Experience Specialist / Analyst to join our Customer Support team. The primary focus of this role is to create engaging and user-friendly content for our customers, develop our Chat Bot function, and analyse data to continually improve the customer experience.
Key Responsibilities:

• Participate in building and developing chatbot/Chat GPT and machine translation processes and workflows.
• Conduct thorough analysis of previous Chat Bot data to identify improvement areas and enhance user interactions.
• Contribute to proposals for the design, structure, and delivery methods of content to optimise customer engagement.
• Collaborate with the call centre team to review contact trends and recommend improvements to end-user content.
• Liaise with document and development teams across international Brother sales offices to ensure consistent content quality and user-friendliness.
• Review, edit, and create English-language content for product guides, user interfaces, FAQs, and other informational materials.
• Manage production schedules to meet all deadlines and maintain high standards of content delivery.

Education and Experience Required:
Essential:

• Experience in end user content review and creation, ideally in hardware and/or software domains.
• Good understanding of customer journey and mapping, particularly using Chat Bot systems.
• Excellent analytical skills and strong communication abilities.
• Previous work experience in a customer support function with attention to detail.
• Proficiency in Microsoft Office and Adobe Acrobat.

Desirable:

• Degree-level education or equivalent professional experience.
• Team leader or Supervisory experience
• Experience working within a global company, collaborating with multi-national teams.
• Familiarity with corporate industry-standard style guides for content creation.
• Knowledge of machine translation systems.

Benefits:

• £38k-43k based on experience
• Flexi Working Hours (37.5 working week) Monday-Friday
• Hybrid working model (2 Office/3 Home)
• 25 days holidays + BH
• Free Parking
• Opportunities for professional growth and development within a leading technology company.

How to Apply:
If you are a motivated individual who thrives in a dynamic environment and is passionate about enhancing customer experiences through innovative solutions, we encourage you to apply. Please send your CV and a cover letter detailing your relevant experience

The Recruitment Co. is an equal opportunities employer and we're committed to diversity and inclusion in the workplace.