Comporium is a diversified communications company providing a Quintuple Play of five services -- voice, video, data, wireless and security -- at the retail level; as well as, providing security monitoring and media services for its industry customers. Under this concept, the Comporium Group is uniquely positioned to offer customers a one-stop-shopping for all their communications needs.
SUMMARY
The Digital Product Owner of the chatbot and knowledgebase will primarily be responsible for making the self-service troubleshooting experience for our customers as easy and delightful as possible. This Digital Product Owner will actively monitor the chatbot/knowledge base experiences our customers have and will create/edit the conversational interface of the bot and/or article content (working closely with Marketing) to provide the best possible support outcome for each customer. These improvements will be measured by KPIs set by the Digital Product Owner and Digital Experience Manager.
RESPONSIBILITIES
-
Designs innovative, user-focused conversational interfaces for Comporium’s service resolution chatbot
-
Collaborates with Marketing, organizational SMEs, and other stakeholders in the recommendation of content for the knowledge base as needed for system optimization and to enhance the user experience
-
Drives revenue by optimizing chatbot to increase e-commerce transactions
-
Monitors customer feedback loops and digital analytics to identify opportunities for improvement. Conduct experiments to validate improvement
-
Works with developers to integrate customer data from API calls, databases, and other technologies into the Customer Engagement Platform to improve customer experience/resolution
REQUIREMENTS
-
Requires a degree in Computer Science, Digital Information Design, Business, Marketing, or related field or equivalent experience
-
Minimum of 3 years of experience in a customer support role. Conversational design experience for interactions aided by artificial intelligence preferred. UX design experience a plus.
-
Conversational design experience for interactions aided by artificial intelligence
-
Strong written communication skills
-
Strong knowledge and experience as a content designer and/or editor for digital experiences
-
Passionate about customer experience and technology
-
Empathetic and ambitious
-
Technical, detail-oriented mindset, with the ability to analyze and synthesize data
-
Able to identify customer experience gaps and propose solutions
-
Experience with any sort of Chatbot/AI/Knowledge Base platform solution (ex: Boldchat, LiveChat, Intercom, Google DialogFlow, etc.)
-
Experience working with Salesforce Service Cloud
-
Experience with Google Analytics, Google Tag Manager, and Hotjar a plus
-
Experience using Adobe Creative Cloud, Sketch, InVision, and/or other prototyping tools
-
Experience working in an Agile workgroup
We firmly believe that our company is only as good as the people we employ. Join a company that values its employees and rewards them for a job well done!
Equal Opportunity Employer/Contractor
What We Do
Comporium, Inc., headquartered in Rock Hill, S.C., is a diversified privately held communications company providing voice, video, data, wireless, security/connected home and advertising services. Comporium ranks as the nation’s 13th largest telecommunications provider and 27th largest cable television operator. Comporium is a major investor in Home Telecom, a communications company based in the state’s Low Country; and Immedion, a data storage and managed services company with centers in Columbia, Greenville, Charleston, Rock Hill and Asheville, N.C. Comporium is a partner company in Spirit Communications, a fiber-optic based voice, video and data company serving the Carolinas. Comporium also holds an interest in the connected home/car space through its investments in iControl, CentraLite, SmartHome Ventures, Keen Home and S.C.-based Zubie and Avionex.
