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Technical Client Relationship Analyst
Equifax
St. Louis, MO, United States
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Client Relationship Analyst
Business Unit:
Global Consumer and Business Services
Department: Workforce Solutions Support
Summary:
The Client Relationship Analyst maintains relationships and protects revenue with existing EFX Workforce Solutions (WS), Employer Services clients. Directly responsible for assisting external and internal clients with escalated and complex technical issues across multiple Workforce Solutions applications and services. S/he leverages technical expertise for project planning, system / technology / validation, testing and implementation planning.
The Client Relationship Analyst monitors and proactively identifies performance opportunities and client insights for entire suite of WS solutions. S/he serves as a trusted partner and advisor to promptly resolve open issues while minimizing future service failures.
Essential Duties and Responsibilities:
• Supports external and internal clients by investigating escalated and most complex access, configuration, compliance, functionality issues; troubleshoots using different production and support applications, file archives, logs, and technical team contacts to resolve reported problems. (Approx. 30%)
• Frequently interacts with external clients at mid to upper levels of client organizations with ability to deliver technical information and solutions to non-technical contacts. (Approx. 25%)
• Actively participates and often leads assigned projects and process improvement initiatives. (Approx. 15%)
• Creates, monitors and presents service performance and client insights internally (Approx. 15%)
• Mentors/trains less seasoned analysts; documents processes, policies, technical notes for the team. (Approx. 10%)
• Handles post-promotion testing, on-call support for urgent requests (including after hours support). (Approx. 5%)
Minimum Education and/or Experience:
• Bachelor’s degree, preferably in a technical field and 5 years in a related role (i.e., technical customer service/support experience in a SaaS environment).
• Intermediate knowledge of Windows-based applications, file structures, editors, and file transfer methods.
• Working experience with data files, logs, configuration, database, SQL, and associated troubleshooting.
• Familiarity with a ticketing system.
Required Competencies:
• Excellent communication skills, including grammatically correct speech and written correspondence.
• Addresses customer needs, even in difficult circumstances.
• Works as a team player with customers and internally with peers, adjacent teams, and management.
• Handles multiple, conflicting priorities successfully and professionally in a high paced environment.
• Interprets and applies complex information while troubleshooting.
• Proficient at learning new technologies/applications quickly.
• Creative problem-solving and strong analytical skills.
• Strong organizational and project management skills.
• Desire and ability to keep service/application knowledge current.
Preferred Qualifications:
• Full comprehension and competency with multiple Workforce Solutions applications and services.
Physical Requirements or Environmental Factors
(if applicable):
• Position is largely sedentary requiring a significant amount of keyboarding.
Primary Location:USA-St. Louis-Rider Trail
Function:Function - Fulfillment / Operations
Schedule:Full time