Customer Experience Associate I at ISACA in Remote

About ISACA

ISACA® (www.isaca.org) champions the global workforce advancing trust in technology. For more than 55 years, ISACA has empowered its community of 195,000+ members with the knowledge, credentials, training and network they need to thrive in fields like information security, governance, assurance, risk management, data privacy and emerging tech. With a presence in more than 195 countries and with more than 230 chapters worldwide, ISACA offers resources tailored to every stage of members’ careers—helping them to thrive in a rapidly changing digital landscape, drive trusted innovation and ensure a more secure digital world. Through the ISACA Foundation, ISACA also expands IT and education career pathways, fostering opportunities to grow the next generation of technology professionals.

Overview

The Customer Experience Associate I is an important first-line contact for ISACA’s customers, members, partners, and volunteers.  As part of ISACA’s Customer Experience Center, you will serve as the voice of the customer to the rest of the organization to ensure that we are working to provide the best possible experiences for our customers. The Customer Experience Associate is responsible for answering questions and resolving issues via phone, live chat, and web requests in support of pre-defined KPIs. This position is focused on quality and attention to detail and requires the ability to multi-task. This role will handle a mix of complex inbound calls, web requests, and chats following a formal schedule to ensure availability for our global customer base. They will also be responsible for continuously evaluating and identifying opportunities to drive process improvements that positively impact the customer experience and align to the goals and objectives of ISACA. The Customer Experience Associate will work collaboratively with internal and external business partners to provide solutions, bring issues to closure, and go the extra mile to ensure an incredible customer experience.

Responsibilities

• Support customers by responding to and resolving inquiries via phone, live chat, and web requests
• Identify and suggest process improvements or changes that will improve the customer experience
• Serve as the customer advocate and voice of the customer throughout the organization

Qualifications

Minimum education:

• High school diploma or equivalent required

Minimum Years of Experience Required:

• 1+ years of relevant experience

Description of Minimum Experience Required:

• Customer support/customer service

Preferred Field of Study:

• Associates Degree in Business, Information Technology, or related discipline from an accredited institution or current enrollment in Bachelor's program.

Preferred Years of Experience:

• 3+ years of relevant experience

Description of Preferred Experience:

• Global experience
• Professional Association/volunteer engagement
• Membership
• Multilingual
• Non-Profit
• Information Technology
• Cybersecurity

This position may require occasional onsite presence, as well as periodic travel related to participation in company meetings, events, trainings, or other business-related activities.

Equal Opportunity Employer (EEO)

ISACA is proud to be an equal opportunity employer. ISACA is committed to building an environment of diversity, equity, and inclusion where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, age, ancestry, disability, genetic information, citizenship, sexual orientation, veteran status, marital status, familial status, military discharge status, or any other characteristic or status protected by federal, state, or local law. We support an inclusive workplace where employees excel based on merit, qualifications, experience, and ability.

Posted Salary Range

USD $45,120.00 - USD $63,189.00 /Yr.

Benefits Information

Benefits Information available below:

ISACA Career Opportunities and Benefits