Client Success Analyst, Information Systems

Wake Forest University • Winston-Salem, NC

5d • Onsite

About The Position

This is an in-person, 2nd shift position. The Client Success Analyst provides prompt, complete, and reliable solutions to end-user computer, application, and networking problems. As an entry-level role, this position focuses on resolving incidents and fulfilling service requests in alignment with Client Services objectives.

Requirements

• Associate of Applied Science Degree in a computer technology related field and two years related experience with particular emphasis in problem-solving, troubleshooting PC equipment/software, and customer service or an equivalent combination of education and experience.
• Knowledge of superior customer service standards and practices.
• Uses professional knowledge and technical expertise to resolve critical technical or business problems.
• Strong knowledge of operating systems (specifically Windows 11 and macOS), client applications, and network connectivity.
• This position is not eligible for sponsorship of non-immigrant or immigrant visa status through Wake Forest University. All eligible applicants are encouraged to apply.

Responsibilities

• Provides accurate, timely, and creative solutions to end-user computer, application and networking problems of moderate to complex nature through on-site visits, walk in, email, chat and phone support.
• Continually increases awareness and knowledge of hardware and software applications utilized at Wake Forest University.
• Tracks and thoroughly documents all problems and resolutions using ticketing software; escalates unresolved issues and communicates effectively with other departmental teams as needed, ensuring all hand-offs include comprehensive technical notes.
• Represents the Client Services team at meetings and on projects as designated by the Associate Director of Client Experience.
• Accountable for maintaining the security and confidentiality of any proprietary or sensitive information or data in any medium regarding the university or its students, faculty, or staff.
• Must be available to work outside of normal business hours and/or weekends and on-call.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees