What are the responsibilities and job description for the Technical Client Relationship Analyst position at Equifax?
The Client Relationship Analyst maintains relationships and protects revenue with existing EFX Workforce Solutions (WS), Employer Services clients. Responsible for assisting external and internal clients with escalated and technical issues Leverages technical knowledge for project planning, system / technology / validation, testing and implementation planning. The Client Relationship Analyst monitors and proactively identifies performance opportunities and client insights for the entire suite of WS solutions. S/he serves as a trusted partner and advisor to promptly resolve open issues while minimizing future service failures.
What You’ll Do
What You’ll Do
- Supports external and internal clients by investigating escalated and access, configuration, compliance, functionality issues; troubleshoots using different production and support applications, file archives, logs, and technical team contacts to resolve reported problems.
- Frequently interacts with external clients mid levels of client organizations with ability to deliver technical information and solutions to non-technical contacts.
- Participates in assigned projects and process improvement initiatives.
- Creates, monitors and presents service performance and client insights internally
- May coach/train new less seasoned Workforce Solutions analysts. Documents processes, policies, and technical notes.
- Handles post-promotion testing ,on-call support for urgent requests including after hours support.
- Bachelor’s degree, preferably in a technical field and 3 years in a related role (i.e., technical customer service/support experience in a SaaS environment).
- Exemplary Written and Verbal Communication Skills including grammatically correct speech and written correspondence.
- 3-5 Years Client Facing Experience
- Intermediate Project Management Skills
- Intermediate knowledge of Windows-based applications, file structures, editors, and file transfer methods.
- Working experience with data files, logs, configuration, database, SQL, and associated troubleshooting.
- Familiarity with a ticketing system.
- Must have 3 years technical experience in EWS Products (specifically in an Implementation role or technical support role)
- Must have at least 2 years’ experience with project life cycle and methodology.
- Handles multiple, conflicting priorities successfully and professionally in a high paced environment..
- Proficient at learning new technologies/applications quickly.
