Brandmuscle

Client Service Analyst

Client Service - Austin, TX - Full Time

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 and ensuring resolution, and training to back up customer service team members on delivering defined client tasks and processes.

Responsibilities

  • Gain a high level understanding of the business needs for each client team you are working with
  • Gain a 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 basis using HTML editor
  • Troubleshoot causes of website software and database bugs and submit tickets for resolution
  • Work with Technology Engineering staff to test and provide feedback on test results for open IT tickets according to testing plans
  • Identify and execute operational improvements using standard operating procedures
  • Assist account teams in tracking Service Level Agreements and other performance metrics
  • 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 and reformat client files that are not on an automated schedule
  • Cross-train with eCommerce store teams to assist during high volumes periods
  • Assist account teams with documenting processes and procedures

Requirements

  • Bachelor’s degree in computer science, management information systems, or a related area
  • 1+ years of experience in report design, report 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
  • Familiar with HTML coding using HTML editor tools
  • Basic understanding of SQL and HTML
  • Experience with process documentation in a technical environment
  • Experience with technical support preferred
  • Experience with workflow design, process execution, and testing protocols preferred
  • Project management expertise preferred
  • Excellent communication skills, written and oral
  • Ability to handle multiple tasks simultaneously and prioritize appropriately
  • Team oriented and ability to work with cross-functional teams
  • Strong sense of ownership, urgency,  initiative
  • Overtime as required

Austin, TX 78759

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