Customer Experience Support Analyst

The CX Support Analyst will have the opportunity to use their skills to provide front-line application support for customers and employees with all CX Systems.

These include our Quote and Order Management Systems, Web Applications and Mobile Solutions.

The analyst will be responsible for handling a multi-channel intake of Phone Calls, Emails, and Business Chats, diagnosis of problems and solutioning.

The right candidate will offer patience, technical guidance, and rapid response to customers ensuring they are able to use our tools effectively while feeling like they’ve received a high level of customer service.

The analyst will work collaboratively with a team of people as well as with all areas of the organization to listen to business needs, share knowledge and ideas with team members, and document new or existing processes specific to the area of responsibility.

• Answer, evaluate, and prioritize incoming telephone, voicemail, email, business chat, and in-person requests for assistance from employees and customers experiencing problems using a variety of Marvin Applications and Processes.
• Follow standardized CX Support Processes and procedures including ticket response/resolution procedures, phone responsiveness and team coverage of support queue.
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Identify top customer concerns to share with leadership and development teams; operating as an advocate / voice of the customer.
• Utilize the Marvin Knowledge Base for following standard resolution processes, as well as research and create any missing knowledgebase solutions.
• Look for opportunities to help customers by sharing knowledge articles, perform screen shares, and partner one on one with customers to help explain solutions to help customers learn or work through the problems that they are having with our tools.
• Update Salesforce CRM System with new user accounts, revised email addresses, password reset processes, permissions, etc.
• Partner with team members across the CX teams to find ways to support and be ready for new product launches, announcements, impacts to employees and customers on changes, etc.
• Assist when needed with QA and Product Releases to ensure a positive experience for our customer.
• Documentation of bugs, tasks, along with resolution of ticket or project requests
• Maintain confidentiality with sensitive information including but not limited to: passwords, procedures, and company or employee data.