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Position description:

TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is looking for a Customer Experience Analyst to join our growing team. As a Customer Experience Analyst you will be responsible for providing excellent customer service to our clients in all interactions supporting our software as a service (SaaS) product. This position will assist our customers by troubleshooting and resolving navigation, software usage, and/or system and connectivity issues, escalating when necessary to ensure timely resolution. The Customer Experience Analyst requires the ability to act as a mentor within the support team, sharing skills and knowledge with the department members to meet departmental goals, while handling mid to high volume calls and email support. You will participate in this group's role as the liaison between our customer base and Development and other departments, including reporting enhancement requests and design issues as they arise.

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.
-Leverage, develop and maintain a knowledgebase of problems and solutions to assist your teammates.
-Provide accurate documentation in our ticketing system on each customer interaction noting details in incident or request, customer contact information, and progress or resolution.
-Provide helpful, friendly support explaining application functionality, assisting customers to increase their own knowledge of our software.
-Troubleshoot and resolve navigation, software usage, and/or system and connectivity issues, escalating when necessary to ensure timely resolution.

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Training:

On the job training.

Requirements:

  • College Degree preferred
  • Must have 1+ years of experience in customer service
  • 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.

Contact information

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Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.

Customer Experience Analyst Support - Andover MA