Job Information
Reynolds & Reynolds Senior Customer Experience Analyst Support in Andover, MA,
Senior Customer Experience Analyst Support
Andover, MA
Full-Time
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Position description:
TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is looking for a Senior Customer Experience Analyst at a level 2. In this position you will use database analysis (SQL or similar), TSD application features/logs, customer reports, and analytic skills to determine the root cause of bug tickets. As a Senior Customer Experience Analyst you will act as a mentor within the organization, sharing skills and knowledge with team members with differing experience. You will explain application functionality to support representatives to both assist them with responding to clients and increase their knowledge of our complex and comprehensive software. Responsibilities will include, but are not limited to: -Offer excellent customer service assisting our clients with our software-as-a-service products via phone and email. -Document all analysis within the tickets in Zendesk/TFS for tracking and traceability. -Generate documentation for the support help file regarding troubleshooting steps for escalations received. -Troubleshoot navigation, software usage, and system connectivity issues, escalating when necessary to ensure timely resolution.
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Training:
On the job training.
Requirements:
College Degree preferred
Must have 3+ years of experience in tech, help desk, or software required
Relevant industry experience preferred; car rental, dealership, travel, or software
Experience troubleshooting and training customers on software products preferred
Bilingual in Spanish preferred
Proficient in MS Office products
Excellent written and verbal communication skills
Strong problem solving and follow-up abilities
Benefits:
We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including:
Medical, dental, vision, life insurance, and a health savings account
401(k) with up to 6% matching
Professional development and training
Promotion from within
Paid vacation and sick days
Eight paid holidays
Referral bonuses
Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.