Customer Experience Analyst
Summit 7 Systems2d • $50,000 - $60,000
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Customer Experience Analyst
Summit 7 Systems
•$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
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
101-250 employees
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