Customer Experience Analyst

Summit 7 Systems•Remote, AL

2d•$50,000 - $60,000•Onsite

About The Position

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