Customer Technology Specialist
About The Position
The Customer Technology Specialist (CTS) supports clients through operational excellence, data stewardship, and technology-driven problem solving. The role is suited to a proactive, analytical person who enjoys learning how systems work and improving them. The position operates in a fast-paced environment with shifting priorities and focuses on delivering high-quality support and insights to internal teams and external clients. The CTS manages customer and program support, customer data files and quality assurance, operational processes and documentation, and multiple project initiatives. The role also trains or mentors team members, peers, and customers, and partners closely with Customer Technology Manager (CTM) and Client Services teams.
Requirements
- Beginner to intermediate SQL skills.
- Intermediate Excel expertise.
- Experience with content management systems and HTML-based tools.
- Experience with query tools and an understanding of relational databases.
- Experience working with Jira and Confluence for ticket management and documentation.
- Familiarity with Smartsheet and Teams environments.
- Excellent verbal and written communication abilities.
- Ability to work professionally with diverse internal and client stakeholders.
- Strong analytical, critical-thinking, and problem-solving abilities.
- High level of attention to detail.
- Excellent organization and time-management skills.
- A bachelor's degree, a two-year technical degree, or equivalent work experience.
Nice To Haves
- Oracle SQL skills.
- A BA/BS degree or two-year technical degree is preferred.
Responsibilities
- Fulfill customer expectations while building and strengthening client relationships.
- Serve as a subject matter expert for assigned customer data, internal methodologies, and program processes.
- Communicate program status, issues, milestones, and changes to internal stakeholders using multiple communication tools.
- Manage day-to-day communication with client teams and customers, including meetings and email correspondence.
- Manage customer program data files, including file transfers, data processing, and documentation.
- Perform ongoing quality control across program data, reporting, and websites.
- Verify data, files, and website components throughout the program lifecycle.
- Use SQL and Excel for ad-hoc reporting, troubleshooting, and addressing client questions related to data or processing issues.
- Implement, document, and maintain standard operating procedures for ongoing programs and processes.
- Recommend improvements to business processes and operational efficiency.
- Maintain and update program documentation within Confluence.
- Ensure interactions, appeals, and exceptions are resolved according to program expectations, escalating when necessary.
- Manage multiple initiatives simultaneously while adhering to project timelines.
- Assist with program setup and launch deliverables as directed by the Customer Technology Manager and/or Client Services.
- Support ad-hoc requests from the Customer Technology Manager, Client Services, and internal partners.
- Train or mentor team members, peers, and customers on tools, processes, or program components.
- Partner closely with Customer Technology Manager and Client Services teams.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
