Customer Support Analyst

Job description

ABOUT THIS POSITION: Analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products. Identifies and communicates areas of improvements in client experience to enhance products and services. Serves as customer advocate and recommends and implements client feedback that influences and supports business decisions. Designs and implements systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement. Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty. May reach out to customers, interact with website users, and / or conduct focus group meetings to vet ideas and prototype solutions before implementation. See also, Customer Support - Customer Service focus if responsible for responding to and resolving client or customer questions and issues pertaining to customer billing, technical, and contract issues. See also, C...