[Remote] Entry Level Certification Experience Specialist

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Note: The job is a remote job and is open to candidates in USA. IBM is a leader in AI-powered, cloud-native software solutions, and they are seeking an organized and tech-savvy individual to join their certification program team. As a Certification Experience Specialist, you will be the first point of contact for participants pursuing technical certifications, providing support and improving the participant experience.


Responsibilities

  • Respond to participant tickets within one business day with accuracy, clarity, and empathy
  • Improve the participant experience by identifying needs, analyzing data, spotting trends, and refining messaging and processes to reduce friction
  • Refine and maintain a cohesive brand voice across all participant-facing materials
  • Maintain exam security by researching, recommending, and implementing industry best practices in partnership with internal stakeholders and third-party vendors
  • Support and manage special projects to improve the participant experience by conducting research, gathering feedback, testing new ideas, and implementing changes
  • Participate in activities to grow, nurture, and engage the community of certified participants
  • Contribute to internal documentation and process engineering
  • Coordinate with a distributed team across time zones

Skills

  • Excellent English reading comprehension and written communication skills
  • Familiarity with technical concepts and terminology (Cloud and DevOps) and able to communicate with technical stakeholders across distributed teams
  • Analyzes and synthesizes information from multiple sources
  • Empathetic and human-centered approach to customer interaction
  • Comfort with technology and a willingness to learn new systems quickly
  • A proactive mindset predisposed to finding ways to make things smoother and clearer
  • Bachelor's Degree
  • Experience writing for a global audience using clear, simple language
  • Content marketing or other digital marketing
  • Technical writing

Company Overview

  • IBM is an IT technology and consulting firm providing computer hardware, software, infrastructure, and hosting services. It was founded in 1911, and is headquartered in Armonk, New York, USA, with a workforce of 10001+ employees. Its website is http://www.ibm.com.

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