Experience Specialist
Company: Kaygen Inc.
Location: Plano
Posted on: June 24, 2025
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Job Description:
KAYGEN is an emerging leader in providing top talent for
technology based staffing services. We specialize in providing
high-volume contingent staffing, direct hire staffing and project
based solutions to companies worldwide ranging from startups to
Fortune 500 and Managed Service Providers (MSP) across a wide
variety of industries Job Description: The ideal candidate will be
handling online inquiries from the internal Our Client team. Reach
out to the Subject Matter Expert for answers about the knowledge
article. Years of exp: 2-3 years of customer service / call center
exp. HR background required. Hybrid- 4 day remote, 1 day onsite.
Following 2025 Sep, 4 day onsite, 1 day remote. Interview process:
1 round, video conference interview What we’re looking for Our
Client is looking for a passionate and highly-motivated “Experience
Specialist” to join the Ask HR Team. The primary responsibility of
this role is to provide a high level of customer service to members
of Team Our Client by accurately and rapidly answering their
questions via written responses using our custom online tool.
Reporting to the Senior Manager of HR Transformation, the person in
this role will support the Team’s objective is to transform the way
HR engages with anyone on Team Our Client What you’ll be doing
Provide a customer-first level of service to help anyone part of
Team Our Client in North America get their question answered or
need resolved – be a steward that helps establish the Ask HR online
tool as a partner Team Our Client can trust and rely on Correctly
identify the population segment of the person asking the question
to determine the correct answer to provide, including but not
limited to job level, worker type, work location, and Our Client
entity Understand the needs and intentions of the person asking the
question to ensure their question is answered accurately, even when
the question may be vague (follow up may be needed to clarify) Be
able to converse with the person asking the question, via written
communications, in a positive and welcoming tone while maintaining
professionalism Ensure a “need to know” level of privacy and
confidentiality of who is asking questions and what they are asking
Quickly and accurately navigating a library of information across
30 categories and hundreds of pieces of information to find the
information that will answer the questions; may involve reaching
out to Subject Matter Experts if the answer is not readily
available Triage and respond to 20-30 online questions per day,
ensuring each question received is either resolved or escalated
within 24 hours or less Apply discretionary judgement to determine
when a question should be escalated and work with the appropriate
escalation contact to ensure a proper handoff Requirements:
Qualifications/ What you bring (Must Haves) – Highlight Top 3-5
skills Customer-first mindset and attitude; previous customer
service experience Strong written and verbal communication skills;
proficiency with the English language Proven ability to collaborate
with a wide range of people at all levels in the organization
Proven ability to maintain a high degree of confidentiality
Willingness/passion for managing a high-volume of tasks while
maintaining a high-degree of accuracy and attention to detail A
positive team attitude that looks to learn and grow everyday
Proficiency with Microsoft 365 applications (Word, Excel,
PowerPoint, Teams) Ability to quickly learn new software High
School Diploma or equivalent (GED) or higher degree Added bonus if
you have (Preferred): Proficiency in Spanish, French, and/or
Japanese Advanced writing and content management experience
Awareness of Design Thinking College degree At KAYGEN, we are
always looking for dynamic, talented and experienced individuals.
We invite you to join our team of talented IT professionals,
consulting at client locations across the globe. Our culture is
team-orientated; we strive to stand by our core values of respect,
honesty and integrity. Our team of experienced staffing experts
will work with you to find you the best opportunity. For more
information please visit us at www.kaygen.com. Benefits with Kaygen
-Healthcare Insurance -Vision and Dental Insurance -401(k)
Retirement Plan -Free Life Insurance -Vacation Time Off -Sick Time
Off -Family Medical Leave (FMLA) Achieve your Kaizen by clicking
here. A unique and exclusive talent community supported by Kaygen,
that includes programs like: • Certifications • Mentorship Program
• Referrals • Family and Wellness benefits • Continuous Growth and
Career Development About this facility:
Keywords: Kaygen Inc., Tyler , Experience Specialist, Customer Service & Call Center , Plano, Texas
