CUSTOMER SUCCESS ANALYST

Job Description

REQUIREMENTS

• A Bachelor’s Degree in Computer Science, Engineering, Applied Math, or Business is preferred. An Associate degree with applicable experience may be considered.
• Proficiency with Microsoft Office Suite, specifically Excel
• Strong understanding of HCMS/HRIS systems
• Proven customer support experience in a business-to-business environment
• Experience with CRM or ticketing systems (e.g., Zendesk or similar)
• Demonstrated ability to troubleshoot complex issues and manage resolution through completion

RESPONSIBILITIES

• Apply technical knowledge, skills, and expertise to investigate and resolve client issues
• Serve as the first point of contact for client support, managing requests through Zendesk or similar ticketing systems
• Perform detailed investigation of issues, including reviewing employee records, system activity, and historical changes to determine root cause
• Provide timely, accurate, and well-communicated resolutions aligned with service expectations
• Distinguish between data issues, configuration gaps, and system defects, escalating with full context when appropriate
• Deliver clear and professional communication to clients via email, Zoom, and phone, including setting expectations and explaining outcomes
• Use logic and reasoning to evaluate alternative solutions and determine the most effective path forward
• Support client enablement by reinforcing best practices, improving client understanding, and helping prevent recurring issues
• Accurately record time, effort, and activity details in alignment with internal processes
• Develop strong product expertise through training, hands-on experience, and continuous learning
• Seek, receive, and apply feedback to continuously improve performance
• Identify recurring issues or trends and communicate them to leadership for continuous improvement opportunities

Are you interested in this position?

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