Customer Experience Specialist

4 days ago


Warren, Michigan, United States ektello Full time
Job Title: Customer Experience Analyst

About the Role:

We are seeking a highly skilled Customer Experience Analyst to join our team at ektello. As a key member of our Connected Operations team, you will be responsible for technical problem resolution, proactive issue identification, and data analysis to drive business improvements.

Key Responsibilities:

  • Perform detailed analysis to identify and resolve technical issues impacting subscribers
  • Collaborate with technical teams and call center operations to drive system improvements and issue resolution
  • Develop and implement data-driven strategies to enhance customer experience
  • Provide sophisticated data analysis on Call Center performance and CSAT scoring
  • Escalate and prioritize issues for root cause analysis and corrective action

Requirements:

  • Associate degree required; Bachelor's degree in computer science, engineering, or related field preferred
  • 2-5 years of troubleshooting experience in a call center or production environment
  • Proficiency in MS Office suite, specifically PowerPoint and Excel
  • Proven knowledge of call center applications, application integration, and workflows
  • High level of interpersonal skills and well-developed oral and written communication skills

Preferred Skills:

  • Experience with relational database structures (Oracle databases) and SQL development skills
  • Knowledge of Tableau/Power BI Visualization tools

What We Offer:

At ektello, we offer a dynamic and fast-paced work environment with opportunities for growth and development. If you are a motivated and detail-oriented individual with a passion for customer experience, we encourage you to apply for this exciting opportunity.



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