Customer Care CX Analyst-1 - Full-time

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Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth.

Job Description:

Education:

• Bachelor's degree in Information Technology or relevant work experience required
• Focus in Management of Information Systems or Computer Science or relevant field of study preferred

Work Experiences:

• 2+ years of experience in IT/Contact Center Operations and Support
• Experience with Contact Center Applications which include: ACD Software, IVR, CTI and WFM
• Experience in System Administration
• Experience in providing application support and troubleshooting
• Experience in collaborating with cross-functional teams outside the Contact Center
• Working knowledge of reporting in various BI systems
• Working knowledge of analyzing datasets to provide next-best-action results
• Experience troubleshooting with end-users virtually preferred
• Experience with relational databases preferred
• 1+ years experience in Oracle Service Cloud application support role preferred
• Quality assuranceexperience a plus

Skills:

• Ability to communicate technical information to a non-technical audience
• Experience with network and file protocols including HTTP, SFTP, XML, HTML, etc.
• Analytical, with strong problem-solving abilities and creative resolution skills
• Self-motivated, with the ability to work on multiple projects in a fast-paced environment
• Ability to prioritize workload, meet multiple deadlines simultaneously in a fast paced, frequently changing environment
• Strong interpersonal, written, and verbal communication skills, with the ability to interface effectively with individuals at various levels
• Ability to achieve results independently and with minimal supervision
• Ability to document project requirements, define KPIs and produce reports showing project progress
• Ability to remain organized, pay attention to detail, and meet critical deadlines
• Collaborative team player

Responsibilities:

• Provide operational and application support for a multi-system Contact Center environment
• Design implementation strategies for new software solutions and operational improvements
• Deliver actionable data stories to leadership to deliver key insights into customer behavior
• Protect the customer experience by ensuring business continuity through system uptime and proactive prevention of technical issues
• Support cross-functional initiatives by leading projects and ensuring stakeholder accountability
• Build and utilize trend analysis to determine customer behaviors to inform leadership of touch points and drive customer engagement through relevant communications
• Document respective configurations, processes, and procedures
• Partner with and hold vendors accountable to system performance and enhancements
• Develop a thorough understanding of Academy policies, procedures, and safety rules
• Duties may change; associates may be required to perform other duties as assigned

Physical Requirements & Attendance

• Acceptable level of hearing and vision to perform job duties
• Adhere to company work hours, policies, procedures and rules governing professional staff behavior
• Regular in office attendance is required
• Some weekends required

Full time

Equal Employment Opportunity

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.