SEMCO - Digital Solutions Centre Analyst
About The Position
SEMCO - Digital Solutions Centre Analyst The Digital Solutions Analyst is a business-facing, white-glove support role focused on delivering tailored digital solutions and enhancing customer experiences. Unlike traditional deskside support, this role prioritizes proactive problem-solving, personalized service, and technology enablement to drive business productivity. Reporting to the Manager, Customer Success, the Digital Solutions Analyst engages closely with customers, ensuring seamless digital interactions, minimizing disruptions, and contributing to long-term solutions through engineering efforts aimed at reducing support demand (engineer to zero) and shifting resolutions to more cost effective locations (shift-left). You will: Provide premium, white-glove support to customers, ensuring a seamless and optimized technology experience. Focus on delivering solutions rather than resolving tickets, identifying opportunities for proactive improvements. Engineer zero-touch solutions by automating common issues, streamlining workflows, and eliminating recurring support needs. Drive shift-left initiatives by enhancing self-service capabilities, knowledge sharing, and frontline issue resolution. Partner with customers to understand their needs and recommend digital solutions that enhance efficiency and productivity. Troubleshoot and resolve complex technical issues with minimal disruption and a customer-first approach. Act as a liaison between customers and digital teams, ensuring alignment on technology strategies and support enhancements. Drive adoption of digital tools, collaboration platforms, and self-service capabilities through customer engagement and training. Maintain expertise in enterprise applications, hardware, and emerging technologies to support evolving business needs.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 5+ years of experience in deskside or customer support, with a focus on high-touch, solution-driven service delivery.
- Strong customer service mindset with a proactive, solution-oriented approach.
- Experience engineering zero-touch solutions and implementing shift-left strategies to improve efficiency.
- Expertise in troubleshooting and resolving complex technical issues with minimal disruption.
- Excellent communication and relationship-building skills with a focus on customer experience.
- Knowledge of enterprise collaboration tools, productivity suites, automation, and IT service management best practices.
Nice To Haves
- ITIL or relevant end-user computing certifications are advantageous.
Responsibilities
- Provide premium, white-glove support to customers, ensuring a seamless and optimized technology experience.
- Focus on delivering solutions rather than resolving tickets, identifying opportunities for proactive improvements.
- Engineer zero-touch solutions by automating common issues, streamlining workflows, and eliminating recurring support needs.
- Drive shift-left initiatives by enhancing self-service capabilities, knowledge sharing, and frontline issue resolution.
- Partner with customers to understand their needs and recommend digital solutions that enhance efficiency and productivity.
- Troubleshoot and resolve complex technical issues with minimal disruption and a customer-first approach.
- Act as a liaison between customers and digital teams, ensuring alignment on technology strategies and support enhancements.
- Drive adoption of digital tools, collaboration platforms, and self-service capabilities through customer engagement and training.
- Maintain expertise in enterprise applications, hardware, and emerging technologies to support evolving business needs.
Benefits
- We offer a competitive salary range of $67,000 - $96,700 per year, commensurate with experience, education, and skills.
- In addition, we provide a comprehensive benefits package including health insurance, retirement plans, and paid time off.
- You’ll be part of a diverse and inclusive team that values safety as a cornerstone of our success.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
