Job Description:
The Customer Experience Analyst will be responsible for technical problem resolution, while proactively addressing systematic issues impacting subscribers. This person will perform detailed analysis, define requirements, detail process steps, support and develop improvement strategies, resolve validation steps, and build database queries to perform data analysis. Our business is fast paced and constantly evolving to provide “Best in Case” Customer Experiences.
• You will work as liaison between technical teams and call center operations to enable successful containment, system improvements and issue resolution.
• Serve as a third-tier resource coordinating an innovative Connected Operations team to close escalated customer cases at a “Best in Case” pace.
• Demonstrate an ability to multi-task, get results and collaborate across multiple teams
• Advocate change to enterprise processes or applications when issues are detected after resolving root cause and appropriate corrective actions
• Perform sophisticated data analysis regarding Call Center performance and impacts to CSAT scoring.
• Escalate and prioritize issues as needed for root cause analysis and corrective action to SMEs or application teams
• Steer technical triages and deliver technical issue content to end users and business owners.
• Prepare reports and presentations illustrating key performance metrics as needed to management.
• Resolve operational and technical support enhancements for existing and new services.
• Document, track and trend escalated cases, production incidents and defect closures
Additional Job Description:
Required Skills and Experience:
• Associate degree required; Bachelor’s degree in computer science, engineering, information systems or other related field, or equivalent experience.
• 2-5 years of troubleshooting experience (call center or production environment preferred)
• Proficiency with MS Office suite, specifically PowerPoint and Excel
• Proven knowledge of call center applications, application integration, and work-flows to support changes that benefit the user experience.
• High level of interpersonal skills and well-developed oral and written communication skills
• Ability to see the potential for improvement in all areas/processes
Preferred Skills:
• Experience interacting with relational database structures (Oracle databases) and SQL development skills
• Knowledge of Tableau / Power BI Visualization tools
