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Customer Support Analyst

2 months ago

Atlanta, United States Intelliswift Software Full time

Position: Senior Associate Customer Support Analyst

Location: Atlanta, GA - Must be hybrid onsite 50%

Duration: 1 year + Potential to extend/convert to full time


Job Description:

As a Client Education Operations Support Analyst, you'll be a self-starter in your own right, good at managing multiple inquiries and tasks, while ensuring excellent customer service. As one of the first people to engage our new customers, partners, and employees you will be responsible for setting the correct tone and ensuring that these users have what they need in order to successfully manage their Client training. You will collaborate with several teams across Client to ensure that Client Education is in alignment and contributing to an excellent customer experience. You'll be technically savvy and customer focused, becoming an expert at manipulating the Learning Management System (LMS) and develop a deep understanding of the various portals our end users utilize to gain access to our systems. You'll take Client's core value of Customer Service to the next level; continually looking for ways to measure and improve the customer experience.


Your responsibilities:

Assume ownership of various support initiatives or projects.

Develop a system for measuring satisfaction within the initiatives or project while continually innovating processes and make improvements to scale the business.

Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries.

Resolution may include in-depth analysis, troubleshooting, and working with other internal teams.

In the course of resolving cases, you will be required to manipulate the Learning Management System (LMS), have a good understanding of our policies and be comfortable reconciling accounts.

Contribute to the evolution and development of training support.

Regularly assess, communicate and report on case types and overall user experience.

We'll rely on you to listen to our users, perform root-cause analysis to identify trends and patterns, and recommend system and/or process solutions that improve the user experience.

You will design and drive process improvement around supporting our customers, partners, and internal users.

Develop a deep understanding of Client's training offerings; be consultative with our customers, partners, and other internal teams.

Work within a global team, spanning various time zones.

Be able to learn from your peers as well as conduct independent investigation.

Gain a concrete understanding of Client Educations business, the various audiences, and drivers behind the business.

Partner and collaborate with other Client organizations to ensure the tools, messaging, and experience for customers are consistent and evolving.

Responsible for understanding the Education Portal(s) hosted on Salesforce.com; become a subject matter expert on the integrations between SFDC and the LMS Establish yourself as an expert user of our Learning Management System (LMS), including enrollment support, administration, reporting and troubleshooting.

Become a utility player within Education Operations and be able to flex job priorities as the business demands.


About You


You thrive in a fast-paced, dynamic environment that demands innovation, accountability and a whatever-it-takes approach to deliver on commitments.

You should be passionate about the quality of what you do with an intense desire to continue to make everything you are involved in better.

You should be driven by maintaining a high level of productivity and be passionate about problem solving.

You should also be ready to work hard but have a lot of fun doing it

Ability to learn technology quickly through instruction and self-training.

Ability to create and deliver presentations to an external customer audience.

A passion for leveraging technology to streamline process.

A proven ability to independently manage projects and attain buy-in and sign off from stakeholders.

Knowledge of e-learning technologies and blended learning deployment strategies is required.

Strong at driving and executing on logistics.

Excellent problem-solving skills.

Ability to be flexible and adapt to a changing environment.

Ability to thrive in a fast-paced work environment and collaborate within a global team.

Excellent at building relationships across teams to meet team goals and align with business objectives.

Ability to apply a systems thinking approach.

Ability to apply Big Picture concepts to your role and work.

Ability to be a utility player and fill in where the business demands.

Bachelor degree, or equivalent and relevant working experience are required.