Customer Experience Analyst

Position Title: Customer Experience Analyst Location: Huntsville, AL Salary*: $50,000 - $60,000 *Dependent upon qualifications Summit 7 is here to rise above the ordinary. The work we do here goes far beyond day-to-day projects - it further protects the US defense industrial base from cyber threats, fosters thought leadership and creates growth opportunities. Our support staff, sales team and technicians are all coming together to make a difference. We also recognize that you're a person with life beyond work, that's why we invest in meaningful health and welfare benefits such as: Excellent health/dental benefits from BCBS and Ameritas See into the future with our luxurious VSP vision benefits Prepare for the long-haul courtesy of our 401k with company matching 10 days' vacation, 7 days sick time Bonuses and salary increase potential via our certifications plan We do cool work here, defying expectations by simply being who we are - each of us makes an impact. Summary: The Customer Experience Analyst will work with the Customer Advocate Manager and other MSP/MSSP resources to ensure we maintain SLAs and customer satisfaction for our MSP/MSSP clients. This role will be a key part of maintaining SLAs, ensuring cases are handled efficiently and providing valuable insights to the Customer Experience Advocate and MSP/MSSP leadership Essential Functions: Review case status Assist in analyzing cases to determine areas of focus and improvement Support root cause analysis under guidance from senior staff Gather artifacts for strategic business reviews and client interactions Communicate with clients as required, escalating issues when appropriate Duties and Responsibilities: Collaborate and communicate effectively within a team Ensure requests are routed to the proper resource quickly and efficiently Enter all time and expenses as they occur Pursue continuous education and technical skill development through outlets including industry standard certifications Support customer relationship efforts through timely, professional communication Escalate complex issues to senior team members as needed Demonstrate professionalism with clients across channels, including phone, on-site, and through emails, to resolve all client requests/questions Provide fast turnaround of client and internal requests as directed Job Specifications: Required Associate or bachelor's degree in computer science or MIS from a reputable institute or equivalent practical 0–2 years of experience in a technical support, help desk, or MSP environment Foundational understanding of Windows, Office 365, and general IT concepts Optional / Desired Security+ Certification Office 365 experience Interest in developing technical troubleshooting and customer service skills Export Control Notice : This position may involve access to information subject to U.S. export control laws, including the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR). Qualified applicants will be considered regardless of national origin or immigration status. If a candidate does not meet the definition of a "U.S. Person" (as defined in 22 CFR § 120.15), the company will assess whether an export license is required. If a license is required, any offer of employment will be contingent upon the candidate's eligibility for, and the company's ability to obtain, such a license in accordance with U.S. law. A "U.S. Person" includes U.S. citizens, lawful permanent residents, asylees, and refugees. Summit 7 Systems, Inc. is an equal opportunity/ affirmative action employer and an alcohol and drug free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status Summit 7 Systems requires background investigations. Any offer of employment is contingent upon the results of a reference/b