Senior Associate Customer Support Analyst

Company: Innova Solutions
Location: Pleasanton
Posted on: May 14, 2023

Job Description:

Innova Solutions is immediately hiring for a Sr. Associate Customer Support Analyst:Position type: Contract - 40 hrs./wk. Duration: 12+ Months Location: Pleasanton, CA (Hybrid - Onsite T, W, TH) As a Sr. Associate Customer Support Analyst, you will: As an Education Operations Support Analyst, you'll be a self-starter in your own right, good at managing multiple inquiries and tasks, while ensuring excellent customer service. As one of the first people to engage our new customers, partners, and employees you will be responsible for setting the correct tone and ensuring that these users have what they need in order to successfully manage their training. You will collaborate with several teams across Company to ensure that Company Education is in alignment and contributing to an excellent customer experience. You'll be technically savvy, and customer focused, becoming an expert at manipulating the Company Learning Center (WLC) and develop a deep understanding of the various portals our end users utilize to gain access to our systems. You'll take Company's core value of Customer Service to the next level; continually looking for ways to measure and improve the customer experience.Your Responsibilities:

• Assume ownership of various support initiatives or projects.
• Develop a system for measuring satisfaction within the initiatives or project while continually innovating processes and make improvements to scale the business.
• Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries.
• Resolution may include in-depth analysis, troubleshooting, and working with other internal teams.
• In the course of resolving cases, you will be required to manipulate the Company's Learning Center (WLC), have a good understanding of our policies and be comfortable reconciling accounts.
• Contribute to the evolution and development of training support.
• Regularly assess, communicate and report on case types and overall user experience.
• We'll rely on you to listen to our users, perform root-cause analysis to identify trends and patterns, and recommend system and/or process solutions that improve the user experience.
• You will design and drive process improvement around supporting our customers, partners, and internal users.
• Develop a deep understanding of Company's training offerings; be consultative with our customers, partners, and other internal teams.
• Work within a global team, spanning various time zones.
• Be able to learn from your peers as well as conduct independent investigation.
• Gain a concrete understanding of Company's Educations business, the various audiences, and drivers behind the business.
• Partner and collaborate with other organizations to ensure the tools, messaging, and experience for customers are consistent and evolving.
• Responsible for understanding the Education Portal(s) hosted on become a subject matter expert on the integrations between SFDC and the WLC.
• Establish yourself as an expert user of our Learning Center (WLC), including enrollment support, administration, reporting and troubleshooting. Become a utility player within Education Operations and be able to flex job priorities as the business demands.The ideal candidate will have:
  • You thrive in a fast-paced, dynamic environment that demands innovation, accountability and a whatever-it-takes approach to deliver on commitments.
  • You should be passionate about the quality of what you do with an intense desire to continue to make everything you are involved in better.
  • You should be driven by maintaining a high level of productivity and be passionate about problem solving.
  • You should also be ready to work hard but have a lot of fun doing it!
  • Ability to learn technology quickly through instruction and self-training.
  • Ability to create and deliver presentations to an external customer audience.
  • A passion for leveraging technology to streamline process.
  • A proven ability to independently manage projects and attain buy-in and sign off from stakeholders.
  • Knowledge of e-learning technologies and blended learning deployment strategies is required.
  • Strong at driving and executing on logistics.
  • Excellent problem-solving skills.
  • Ability to be flexible and adapt to a changing environment.
  • Ability to thrive in a fast-paced work environment and collaborate within a global team.
  • Excellent at building relationships across teams to meet team goals and align with business objectives.
  • Ability to apply a systems thinking approach.
  • Ability to apply Big Picture concepts to your role and work.
  • Ability to be a utility player and fill in where the business demands.
  • Bachelor degree, or equivalent and relevant working experience are required. Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible. Thank you! Amanda Bazurto-Smith RecruiterPAY RANGE AND BENEFITS: Pay Range : $33 - $36.75 per hour Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields. Website: Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at or . Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. 1324b.

Keywords: Innova Solutions, Pleasanton , Senior Associate Customer Support Analyst, Professions , Pleasanton, California