A Customer Experience Specialist is responsible for resolving non\-technical customer issues with clarity, empathy, and a focus on customer satisfaction. They play a key role in creating and maintaining knowledge base articles to enable proactive self\-help for customers. The CES empowers users, making their experience effortless through compassion and deep product knowledge. **Responsibilities** Should be able to assist all assigned products to the team such as Asset Store, Refunds, Pixyz, UCP nested products, Speedtree, Plastic SCM, and other products in the pipeline. **Answer user questions with clarity and empathy through Zendesk:** * Respond promptly to customer inquiries through email, prioritizing based on user types and channels, ensuring a high level of clarity and empathy. * Follow up on rated tickets and engage with users considering cancellation to offer pause options. * Provide support for various non\-technical areas, including license support, Unity product inquiries, account management on user systems, etc. * Regularly share insights on customer challenges and issues with the global team. * Collaborate with colleagues for second opinions or intervention on complex tickets. **Knowledge Management:** * Create, maintain, and update knowledge base articles to facilitate customer self\-help (KCS implementation) * Flag outdated articles for revision and propose new articles as needed. * Collaborate with Knowledge Base admins to stay informed about new processes. **Collaboration:** * Collaborate with internal stakeholders to relay customer feedback and actively participate in new product onboarding meetings. * Cross\-collaborate with different internal teams to positively impact the business in areas of need.