Customer Experience Specialist

Required Qualifications

•  Manage and document technical support issues, and interact with internal partners via phone, email, and live chat to ensure the functionality of Nightforce Optics and Horus products. Effectively managing multiple scenarios and prioritizing work based on business and customer and consumer needs. Assess consumer needs and opportunities; suggest how we can meet these requirements to help our customers be successful with Nightforce and Horus products
• Attract potential consumers by answering product and service questions and suggesting additional information about our products. Engage and collaborate with the Sales team when necessary. 
• Open customer accounts by recording accurate information
• Troubleshoot complex client issues through problem isolation, research, reviewing work instructions, and consultation with other team members including other departments such as shipping, production, R&D, and materials; escalate if necessary. This may require the use technology tools to assist with a resolution that fits the consumers and customers needs. 
• Manage and document technical support issues and interact with customers via phone, email, and live chat interactions to ensure functionality of Nightforce Optics and Horus products.
• Create repeatable processes, automations, FAQ's, SOPs, WIs (work instructions), and internal and external documents for customer support.
• Demonstrate good judgement in selecting methods and techniques for obtaining information and solutions in responding to customer requests including accurately identifying, assessing, and troubleshooting a wide range of riflescope and optics-related issues, including mounting, zeroing, reticle calibration, focus/parallax adjustments, and environmental performance.
• Maintain accurate and throughout records of all customer interactions, reported issues and product feedback by following work instructions and documenting each contact in Oracle.
• Provide customer service to internal and external customers to ensure consistent and professional experience without ever compromising quality 
• Proactively seek out, pursue, obtain, learn, and retain product knowledge on a regular and ongoing basis through self-guided resources such as both independently through work instructions, manuals, and websites, as well as through company-provided training and asking questions.
• Works independently to make decisions with little direct oversight of a supervisor or manager while also working in a team environment. Makes suggestions and shows initiative in executing tasks
• Process and manage retail orders submitted through the company websites, ensuring accuracy in order entry and timely fulfillment. Assist