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Client Service Analyst

The Client Service Analyst position is responsible for assisting account teams with reporting deliverables, ad hoc report queries, website content updates, website and database bug ticket submissions through the process of getting resolution, and training to back up customer service team members on delivering defined client tasks and processes.

Under general direction, responsibilities include:

  • Gain a high level understanding of the business needs for each client team you are working with.
  • Gain detailed understanding of the various software products used by our clients.
  • Create and deliver existing reports using existing query software in conjunction with MS Excel and Access
  • Create ad hoc reports based on client requests
  • Make content updates to client websites on an as requested bases using HTML editor
  • Troubleshoot causes of website software and database bugs and submit tickets to IT for resolution
  • Work with BA & IT staff and internal users to test IT jobs according to testing plans. Provide feedback on test results and monitor open issues.
  • Responsible for identifying and executing operational improvements (standard operation procedures
  • Assisting account manager in tracking SLAs and other performance metrics at a regular cadence
  • Assure automated file loads are working correctly and on schedule.
  • Provide project management assistance, identify risks or changes to project scope and deliverables and effectively communicate to project owner
  • Load files that are not currently on an automated schedule. This includes reformatting files provided by client to the document loadable format when needed.
  • Cross-train with ecommerce store teams to assist as a back-up or during high volumes of tasks need to be completed.
  • Assist account manager with documenting processes and procedures

Requirements

  • Bachelor’s degree or equivalent
  • 1+ years of experience in report design, creation and quality assurance
  • Strong working knowledge of database query tools, spreadsheets and pivot tables
  • Strong experience with tools like Microsoft Excel, Word, PowerPoint and Access
  • Strong communication skills, written and oral, and the ability to work well with all user levels and IT staff
  • Familiar with HTML coding using HTML editor tools
  • Ability to handle multiple projects & tasks simultaneously
  • Actively encourage and engage in collaboration
  • Have a sense of ownership, urgency & initiative
  • Overtime as required

Experience

  • Proven proficiency with computers and internet software applications
  • Roles requiring basic understanding of: SQL & HTML
  • Previous user process documentation-related role in a technical environment
  • Previous technical support role a plus
  • Workflow design, process execution, and testing protocols a plus
  • Some project management experience a plus

 

 

 

 

 

 

 

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