Customer Experience Analyst
5 months ago
**Customer Experience Analyst**
Remote / Development / Full-time The Customer Experience role provides technical support to all users of our application. In this role, you will interact with internal and external stakeholders providing solutions to any technical issues that arise while maintaining a high level of customer service and customer satisfaction. You will work with both technical and non technical people to troubleshoot, understand, and explain complex issues important to our users. As the front line of support to our users, your day to day includes debugging and solving problems, communicating efficiently, and collaborating with internal teams to provide industry leading support and service. **Responsibilities**
+ Prioritize and respond to customer questions and requests regarding our application
+ Review, identify, and report on relevant errors in log files
+ Run and monitor Jenkins jobs
+ Perform initial analysis and work closely with developers to reproduce and solve problems
+ Continuously adapt and improve the CX process, i.e. ticket escalation, ticket routing
+ Work with Product team to identify patterns of issues and areas for product improvement
+ Document and socialize new and/or undocumented functionality of the application
+ Collaborate with other team members to stay up to date regarding ticket trends and product updates
+ Identify opportunities for process and tool improvements
+ Grow your career through active participation in our company culture
**Desired Skills & Experiences**
+ Bachelors degree or equivalent work experience
+ Strong verbal and written communication skills
+ Strong problem-solving skills
+ Consistent attention to detail
+ Ability to prioritize tasks based on deadlines and business objectives
+ Interest in technology
+ **Award-Winning Culture:** We have been certified as a Great Place to Work every year since 2016. We are committed to a robust collaborative mission-driven culture.
+ **Great Benefits & Perks:** We believe in supporting our employees with benefits that matter, which is why we offer competitive salaries, benefits, paid vacation, and more. We also celebrate our successes with frequent company-sponsored activities and events.
+ **Remote Work:** We believe that results matter more than when or where they are produced. We are 100% committed to in-office, hybrid and fully remote work.
+ **Industry Leading Customer Satisfaction:** Top 30 fastest growing tech compan in Boston and top 500 in North America. highest customer ratings and leadership recognition by and for our ability to execute
+ **Leadership with a Vision:** We are profitable, cash flow positive, rapidly growing, and in control of our destiny as we have no VC funding We are a workforce of thought leaders and dynamic innovators coming together with a vision to dramatically improve the way companies protect their reputations.
+ **Boston Location:** Our headquarters are located in Bostons growing Seaport and Innovation District with great views of the channel and within walking distance to many restaurants, cafes, bars, and shops. Our offices are easily accessible by public transportation and a quick walk from South Station.
+ **Ireland Office:** We expanded to Ireland in March 2021 with all our employees sitting remotely. This team is responsible for helping to grow and expand our customer base in Europe, Middle East and Africa.
+ Prior experience at a software company
+ Familiarity with a ticketing or case management tool i.e. Zendesk, JIRA, Salesforce
+ Experience with SQL
+ Familiarity with Linux
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