Customer Experience Analyst

JOB DESCRIPTION 

Customer Experience Analyst

The Center for Elders’ Independence is a PACE (Program of All-Inclusive Care for the elderly) organization (PO) that uses an interdisciplinary team approach for care planning and implementing purposeful high quality, affordable, and integrated health care services to the elderly.  Our elderly meet PACE requirements as prescribed by CMS and are referred to as participants.  Our PO includes Adult Day Health Centers and primary care clinics, promoting participant autonomy, quality of life and the ability for individuals to live in their communities

The POSITION: The Customer Experience Analyst provides proactive IT training and support to end-users, ensuring efficient use of IT services and systems. This role focuses on empowering users through training and service improvements to enhance the IT experience. The analyst will diagnose and resolve technical issues, escalate complex problems, and collaborate with IT and business teams to optimize service delivery.

The ideal candidate will have strong communication and training skills, a proactive customer experience approach, and technical expertise in enterprise IT support environments.

DUTIES AND RESPONSIBILITIES:

• End-User Liaison: Act as a liaison between end-users and IT teams to ensure a high quality and smooth customer experience.
• Proactive Support and IT Training: Design and deliver IT training sessions for large groups of end-users to improve their understanding and utilization of IT services.
• User Guides and Documentation: Assist in the creation of user guides, FAQs, knowledge base articles and training videos to empower users.
• Problem Management: Assist in identifying trending incidents and provide insights to influence IT strategy and decision making.
• Customer Satisfaction Strategies: Develop and implement strategies to improve customer satisfaction and reduce recurring issues.
• Customer Interaction Analysis: Monitor and analyze customer interactions with IT support services to identify trends and areas for improvement.
• Customer Feedback Analysis: Gather and analyze customer feedback to enhance service delivery.
• IT Support Requests: Act as the first point of contact for IT support requests via phone, email, and ticketing system.
• Technical Issue Diagnosis: Diagnose and resolve technical issues related to hardware, software, SaaS applications, networks, and user access.
• Incident Logging: Log, track, and update incidents and service requests in the IT service management system.
• Device Support: Support the configuration, deployment and troubleshooting of desktops, laptops, mobile devices, and peripherals.
• User Account Maintenance: Assist in setting up and maintaining user accounts, permissions, and email configurations.
• System Alerts Monitoring: Monitor system alerts and take proactive measures to prevent IT disruptions.
• Issue Escalation: Escalate unresolved issues to senior support teams as appropriate.
• Resolution Documentation: Document resolutions and contribute to the knowledge base to enhance future issue resolution.
• IT Policy Guidance: Provide guidance to users on IT policies, procedures, and best practices.
• Project Participation: Participate in IT projects and initiatives as required.
• Vendor Coordination: Work closely with vendors to coordinate delivery services into the organization, including Field Services, Training Delivery, Hardware Provisioning, and Security.
• Issue Resolution Collaboration: Collaborate with IT teams and cross-functional business teams to ensure timely issue resolution and service enhancements.
• Service Review Participation: Participate in service review meetings and recommend process improvements.
• Support Training Initiatives: Support training initiatives for end-users to improve their experience with IT services.

QUALIFICATIONS:

• BS in a Computing Discipline, or Associates with significant comparable experience.
• Experience in designing and delivering IT training for large groups.
• Extensive experience (5 years) in IT support and/or customer experience roles, including technical support and service delivery within an ITIL environment (Incidents, Requests, Problems, SLAs, Changes, Assets, and CMDB).
• Experience authoring knowledge base content including user guides and self-service documentation and other multimedia content
• Experience using IT service management (ITSM) tools such (e.g. ServiceNow, Jira, Zendesk, Freshservice).
• Experience supporting:
  • Identity management solutions, including Microsoft Entra ID and on-premises Active Directory
  • Microsoft 365 technologies (Exchange Online, SharePoint, Teams, OneDrive)
  • Cloud telephony and Contact Center systems (e.g. Teams, Cisco UCCE, 8x8, Five9, Genesys, Nice InContact)
  • End-user device management (e.g., Microsoft Intune, Autopilot)
• Experience with network monitoring, observability and administration tools for responding to incidents and basic network device troubleshooting, such as:
  • Cisco products
  • SolarWinds
• Experience liaising with vendors to delivery optimal customer experience, including:
  • Training providers
  • ISP’s
  • Field services vendors
  • Security vendors
• Analytical problem-solving and critical-thinking skills, with the ability to evaluate challenges and implement effective solutions.
• Outstanding communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Strong documentation and process improvement skills.
• Relevant certifications (e.g., Microsoft 365 Certified: Fundamentals / Associate) are highly desirable.
• ITIL certification (v3 or 4)  

The above job description is intended to communicate the general function of the mentioned position and by no means shall be considered an exhaustive or complete outline of the specific tasks and functions that will be required.  CEI reserves the right to change job descriptions, site assignments, and or work hours as required by the needs of the program.  All employees are expected to perform their duties within their ability as required by the job and/or as requested by management. 

Signature:     _____________________ Date:     _______________________

SUPERVISED BY:  Lead Engineer & Project Manager (Customer Experience)

POSITION SUPERVISES: N/A