CUSTOMER SUPPORT ANALYST

 

The Customer Support Analyst is responsible for supporting the Customer Experience Team through various functions including data analysis, report creation, partner dashboard updates, updating/maintaining protective case availability, KPI reporting, and collection of data to assist internal partners with external communication.

Key Responsibilities:

·        Produce Customer Experience Team KPI reporting to ensure excellent service to internal and external customers

·        Serve as the primary point of contact for team to address internal and external customer needs and inquiries

·        Develop and maintain reporting/database to capture and communicate status, lead times, and availability of protective cases

·        Manage documentation related to protective cases for internal and external communications

·        Provide team with data for partner dashboards on weekly and/or bi-weekly basis

·        Research and provide outstanding items to include parts needed, availability, and potential solutions to team for external communication

·        Track and drive resolution to internal and external customer escalations

·        Special projects as needed

Competencies

·        Customer/Client Focused

·        Highly motivated, results oriented

·        Responsive

·        Flexible

·        Communication

·        Organized

·        Analytical

Required Skills/Abilities:

  • Excellent verbal and written communication skills
  • Excellent interpersonal and customer service skills
  • Excellent organizational skills and attention to detail
  • Strong analytical and problem-solving skills
  • Proficient with Microsoft Excel and Office Suite or related software
  • Expected travel: minimal/as needed

 Education and Experience:

  • Bachelor’s degree or relevant work experience
  • Experience in data analytics
  • Technology and related services knowledge and interest

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.  

 

Position Type/Expected Hours of Work
This is a full-time position. Typically, this position will work M-F with times varying based on business needs.