Today's post comes to you from Joanna Snodgrass, Subject Matter Expert at iCIMS. Joanna works directly with iCIMS customers to ensure overall customer satisfaction by providing technical assistance. Today's post is the first of two on the iCIMS' customer experience. Be sure to check back next week!
Its 9:02 a.m. when I settle in for my morning cup of Kirkland’s finest medium roast, poured in the tastefully obnoxious “World’s Greatest Entry-Level Employee” mug. Two desks over, I hear one of our ever-so-suave customer favorites finishing up what must be his 8th call of the morning. The minute or so it takes my computer to boot up is likely the quietest time I will have until 6 p.m. hits. It’s just another morning at the iCIMS Help Desk, and the calls and emails are about to come in.
So what is the role of a Subject Matter Expert? With each call it changes. One minute we're teachers, walking through the steps of properly constructing an EEO report. The next minute we're taking down notes on what features users would like in the next release. We troubleshoot system issues and resend lost passwords, all the while trying to provide the best experience possible for our clients. In between all questions, emails, and ringing phones, it’s hard to forget the team itself is constructed of young, extremely social, eclectic personalities. We understand the importance of having a positive atmosphere, so in between calls you can hear us discuss the top methods of surviving a zombie apocalypse, proper casting for an iCIMS movie, and how to prank our co-workers’ desks while they are out on vacation (this week, we’re considering a bat cave theme, but the team is open to suggestions).
We love to hear from our customers even if the calls and emails are frequent. When we hear from them, we know that the client is actively using the product they have invested their trust, time, and money into implementing. The iCIMS Talent Platform is designed to make the HR professional's work easier, more accurate, and faster. But what good is any new system or gadget if the user does not set aside time to explore how it works? My absolute favorite thing to hear a customer say is "I never knew I could do that!" Especially when I can follow it up with "If you like that feature, you'll love what else this can do..."
For all the clients who may be reading this, we want you to give us a call. We’re ready to show you how to streamline your work and honestly, we look forward to getting to know you a little better. And for those of you who haven’t made the switch to iCIMS yet – we’re all eager to support you in your talent management initiatives. Who knows…switching to iCIMS and leveraging our support teams might just free up enough of your time for you to come up with your own office pranks.
(Added 8/9 - The bat cave theme was chosen...)
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