Customer Experience Analyst

The Customer Experience Analyst provides proactive IT training and support to end-users, ensuring efficient use of IT services and systems. This role focuses on empowering users through training and service improvements to enhance the IT experience.

Requirements

• BS in a Computing Discipline, or Associates with significant comparable experience.
• Experience in designing and delivering IT training for large groups.
• Extensive experience (5+ years) in IT support and/or customer experience roles, including technical support and service delivery within an ITIL environment.
• Experience authoring knowledge base content including user guides and self-service documentation and other multimedia content
• Experience using IT service management (ITSM) tools such (e.g. ServiceNow, Jira, Zendesk, Freshservice).
• Analytical problem-solving and critical-thinking skills, with the ability to evaluate challenges and implement effective solutions.
• Outstanding communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.

Benefits

• A chance to work with a growing company that offers stability and continues to thrive.
• Opportunities for professional growth and development.