Description
TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is seeking a dedicated Customer Experience Analyst to join our expanding team. In this role, you will provide exceptional customer service to our clients through all interactions supporting our software-as-a-service (SaaS) product. Your responsibilities will include troubleshooting and resolving navigation, software usage, and system connectivity issues while escalating when necessary to ensure prompt resolution. As a Customer Experience Analyst, you will also act as a mentor within the support team, sharing skills and knowledge to achieve departmental goals while managing a mid to high volume of calls and email support. You will serve as a liaison between our customers and the Development team, reporting enhancement requests and design issues as they arise.
Company Culture and Environment
We strive to create an environment that emphasizes a balance between work and family, promoting a healthy lifestyle in a non-smoking workplace. Our company is committed to equal opportunity and fostering a supportive team culture.
Career Growth and Development Opportunities
We provide professional development and training opportunities to help our associates grow within the organization, with a strong emphasis on promoting from within.
Detailed Benefits and Perks
• Comprehensive medical, dental, and vision insurance
• Life insurance and a health savings account
• 401(k) plan with up to 6% matching
• Paid vacation and sick days
• Eight paid holidays
• Referral bonuses
Compensation and Benefits
• Salary: \(50,000 – \)65,000 per year
• Comprehensive benefits package offered to ensure a work-life balance
Why you should apply for this position today
This position offers an excellent opportunity to make a significant impact on customer satisfaction while working in a supportive environment. You will contribute to improving the user experience of our software products and have the chance to develop your skills in a professional setting.
Skills
• Excellent written and verbal communication skills
• Proficient in MS Office products
• Strong problem-solving and follow-up abilities
• Experience troubleshooting and training customers on software products preferred
• Bilingual in Spanish preferred
Responsibilities
• Provide excellent customer service via phone and email
• Develop and maintain a knowledgebase of problems and solutions to assist teammates
• Document each customer interaction accurately in the ticketing system
• Explain application functionality and assist customers in enhancing their knowledge of our software
• Troubleshoot and resolve various software-related issues, escalating when necessary
Qualifications
• College degree preferred
• 1+ years of experience in customer service
Education Requirements
• Bachelor’s degree preferred in a relevant field
Education Requirements Credential Category
• Preferred degree in a related field such as Business, Communication, or Information Technology
Experience Requirements
• At least 1 year of experience in customer service
• Experience troubleshooting software products preferred
Why work in Andover, MA
Andover offers a charming suburban atmosphere with a blend of historical architecture and modern amenities. The town is known for its excellent schools, beautiful parks, and community-focused events, making it an ideal place for families and professionals alike. With its close proximity to major cities, Andover provides ample opportunities for career growth while enjoying a serene living environment.
Location: Andover, MA
Posted: Oct. 27, 2024, 5:13 a.m.
Apply Now Company Website