Customer Experience Analyst

Summit 7 Systems

2d•$50,000 - $60,000

About The Position

Summit 7 is here to rise above the ordinary. The work we do here goes far beyond day-to-day projects - it further protects the US defense industrial base from cyber threats, fosters thought leadership and creates growth opportunities. Our support staff, sales team and technicians are all coming together to make a difference. We also recognize that you're a person with life beyond work, that's why we invest in meaningful health and welfare benefits such as: Excellent health/dental benefits from BCBS and Ameritas See into the future with our luxurious VSP vision benefits Prepare for the long-haul courtesy of our 401k with company matching 10 days' vacation, 7 days sick time Bonuses and salary increase potential via our certifications plan We do cool work here, defying expectations by simply being who we are - each of us makes an impact. Summary: The Customer Experience Analyst will work with the Customer Advocate Manager and other MSP/MSSP resources to ensure we maintain SLAs and customer satisfaction for our MSP/MSSP clients. This role will be a key part of maintaining SLAs, ensuring cases are handled efficiently and providing valuable insights to the Customer Experience Advocate and MSP/MSSP leadership

Requirements

Associate or bachelor's degree in computer science or MIS from a reputable institute or equivalent practical 0-2 years of experience in a technical support, help desk, or MSP environment
Foundational understanding of Windows, Office 365, and general IT concepts

Nice To Haves

Security+ Certification
Office 365 experience
Interest in developing technical troubleshooting and customer service skills

Responsibilities

Review case status
Assist in analyzing cases to determine areas of focus and improvement
Support root cause analysis under guidance from senior staff
Gather artifacts for strategic business reviews and client interactions
Communicate with clients as required, escalating issues when appropriate
Collaborate and communicate effectively within a team
Ensure requests are routed to the proper resource quickly and efficiently
Enter all time and expenses as they occur
Pursue continuous education and technical skill development through outlets including industry standard certifications
Support customer relationship efforts through timely, professional communication
Escalate complex issues to senior team members as needed
Demonstrate professionalism with clients across channels, including phone, on-site, and through emails, to resolve all client requests/questions
Provide fast turnaround of client and internal requests as directed