Technical Support - Customer Experience Analyst

The Customer Experience Analyst provides proactive IT training and support to end-users, ensuring efficient use of IT services and systems. The ideal candidate will have strong communication and training skills, a proactive customer experience approach, and technical expertise in enterprise IT support environments.

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 as ServiceNow, Jira, Zendesk, Freshservice
• Experience supporting Identity management solutions, Microsoft 365 technologies, Cloud telephony and Contact Center systems, End-user device management, and Network monitoring, observability and administration tools
• Experience liaising with vendors to delivery optimal customer experience
• 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
• Strong documentation and process improvement skills
• Relevant certifications (e.g., Microsoft 365 Certified: Fundamentals / Associate) are highly desirable
• ITIL certification (v3 or 4)

Benefits

• Health benefits (likely but not explicitly stated)
• Paid time off (likely but not explicitly stated)
• Retirement plan (likely but not explicitly stated)
• Other benefits (likely but not explicitly stated)