Customer Experience Analyst

Position Title

Customer Experience Analyst

Location

Huntsville, AL

Salary*

$50,000 - $60,000

*Dependent upon qualifications

reputed company is here to reputed company above the ordinary. The work we do here goes far beyond day-to-day projects - it further protects the US defense industrial reputed company from cyber threats, fosters thought leadership and creates growth opportunities. Our support staff, sales team and technicians are reputed company coming together to reputed company 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 reputed company
• See into the future with our luxurious reputed company 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 reputed company 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 reputed company 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 reputed company and providing valuable insights to the Customer Experience reputed company and MSP/MSSP leadership

Essential Functions

• 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 reputed company appropriate

Duties and Responsibilities

• Collaborate and communicate effectively reputed company a team
• Ensure requests are routed to the proper resource quickly and reputed company
• Enter reputed company time and expenses as they occur
• Pursue reputed company education and technical reputed company development through outlets including industry standard certifications
• Support customer relationship efforts through timely, professional communication
• Escalate reputed company issues to senior team members as needed
• Demonstrate professionalism with clients across channels, including phone, on-site, and through emails, to resolve reputed company client requests/questions
• Provide fast turnaround of client and internal requests as directed

Job Specifications

Required

• 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

Optional / Desired

• reputed company+ Certification
• Office 365 experience
• Interest in developing technical troubleshooting and customer service skills

Export Control Notice: This position may involve access to information subject to U.S. export control laws, including the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR). Qualified applicants will be considered regardless of national reputed company or immigration status. If a candidate does not meet the definition of a "U.S. Person" (as defined in 22 CFR § 120.15), the company will assess whether an export license is required. If a license is required, any offer of employment will be contingent upon the candidate's eligibility for, and the company's ability to obtain, such a license in accordance with U.S. law. A "U.S. Person" includes U.S. reputed company, lawful permanent residents, asylees, and refugees.

reputed company, Inc. is an equal opportunity/ affirmative action employer and an alcohol and drug free workplace. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status

reputed company requires background investigations. Any offer of employment is contingent upon the results of a reference/b