Customer Service Technology Strategist
3 days ago
We are seeking a seasoned Business System Analyst to join our team at Times Microwave Systems, where you will play a critical role in shaping our customer service capabilities through the effective use of technology.
The ideal candidate will have a strong background in system analysis and a deep understanding of customer service processes. This position involves working closely with both the customer service and Ops Tech departments to develop and implement systems that meet the dynamic needs of our customers.
Key Responsibilities:- Conduct thorough analyses of current customer service processes and systems, identifying areas for improvement and innovation.
- Gather and document existing tribal knowledge in order entry to understand and properly develop robust company-specific solutions that effectively support customer expectations.
- Design and implement well-thought-out and sustainable systems that enhance customer satisfaction, streamline operations, and improve response times.
- Serve as a liaison between the customer service and Ops tech departments, ensuring clear communication and effective implementation of IT solutions.
- Develop and maintain detailed documentation for customer service systems, including requirements, system designs, and user manuals.
- Monitor the performance of implemented solutions, gathering feedback from users, and adjusting as necessary.
- Stay up-to-date with the latest technologies and trends in customer service and system analysis to recommend improvements and innovations.
- Facilitate training sessions for customer service staff on new systems and technologies.
Requirements:
- Bachelor's degree in information technology, Engineering, Business Administration, or a related field.
- 2-3 years minimum experience as a Business System Analyst, with a focus on customer service.
- Strong understanding of customer service processes and how they can be improved through technology.
- Experience with EDI system design and implementation preferred.
- Excellent analytical and problem-solving skills.
- Ability to communicate complex technical ideas to non-technical stakeholders.
- Proficiency in relevant software and applications, such as CRM systems and data analysis tools.
- Strong project management skills, with the ability to lead projects from conception to completion.
We offer a competitive salary range of $85,000 - $110,000 per year, depending on experience, plus a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
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