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Sales Chatbot Messaging Specialist

Company: SPECTRUM
Location: Stamford
Posted on: April 10, 2021

Job Description:

JOB SUMMARY:

The Digital Service & Customer Experience (DSCX) organization at Charter is seeking a Messaging Specialist to drive successful deployments to the chatbot customer and live chat customer/agent experience.

As a Specialist, you will be involved in improving the Digital Sales Chat messaging customer experience by supporting the creation and successful deployment of chatbot use cases on desktop and mobile app.

The Specialist must be able to deal with ambiguity and constant change, and will be expected to be able to fully support and contribute to the successful and timely deployment of multiple projects

MAJOR DUTIES AND RESPONSIBILITIES

Support the creation and successful deployment of chatbot use cases on desktop and mobile app for the Sales chatbot and live agent channels; efforts include simplifying and enhancing the chatbot customer experience

Maintain dashboard analytics for Digital Sales Chat (DSC)

Analyze data to understand and recommend enhancements to ensure the customer experience with Charter's implementation is industry-leading.

Consider the tools in current use, identify efficiencies in how they could be used to simplify workflow

Support UAT and end-to-end testing across devices and browsers, applications of Residential and SMB sales chatbot/live chat channel, Spectrum Mobile/Core Cable chatbot use cases. Anticipate pain points and suggest enhancements or provide workarounds

Identify opportunities and take initiative to improve the deployment and testing process, including sharing industry best practices with team members and stakeholders

Contribute to technical requirements, deployment and testing of major chat launches, including:

Support DSCX team's integration of new features and technologies into existing tools within operations
Contribute to UAT team's test plans that can cover a wide range of use cases and edge cases by understanding common pain points and incorporating them into new test scenarios.
Review logs to help debug an issue, and ensure that they are able to reproduce bugs with minimal reproduction steps
Ensure all defined business rules/policies are documented and implemented as designed.



REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
  • Experience in a Sales systems/analytics or CX related role
  • Experience with JIRA, Confluence, CRMs, Trello, etc.
  • Experience working on customer facing applications including websites, apps, and backend services
  • Experience with agile software delivery teams
  • Solid product design and UX sensibilities.
  • Passion to deliver best-in-class customer experience
  • Ability to quickly identify business problems/opportunities
  • Ability to analyze and synthesize complex data
  • Ability to identify key performance indicators / metrics
  • Ability to document, prepare and present data-driven presentations
  • Ability to make decisions and solve problems while working under pressure
  • Ability to show good judgment and initiative to accomplish job duties
  • Ability to partner with internal and external stakeholders, including vendors
  • Ability to manage multiple projects at one time in a fast-paced environment
  • Ability to communicate orally and in writing in a clear and straightforward manner
  • Ability to translate technical requirements into language non-technical team members can understand
  • Ability to use personal computer and software applications (i.e. Word, Advanced Excel, Visio, Adobe Analytics etc.)
  • Ability to prioritize and organize effectively
    Education
    BA/BS in Information Technology, Computer Science, or related field or equivalent work experience

    Related Work Experience
    2 + Years - Business analysis experience
    2 + Years - Telecommunications and/or experience with technology/software products
    1 + Year - Product management experience

    WORKING CONDITIONS:
    Office environment


    For more information on Spectrum's benefits, please click .

Keywords: SPECTRUM, Stamford , Sales Chatbot Messaging Specialist, Sales , Stamford, Connecticut

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