Senior Customer Experience Analyst Support

Position description:

TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is looking for a Senior Customer Experience Analyst at a level 2. In this position you will use database analysis (SQL or similar), TSD application features/logs, customer reports, and analytic skills to determine the root cause of bug tickets. As a Senior Customer Experience Analyst you will act as a mentor within the organization, sharing skills and knowledge with team members with differing experience. You will explain application functionality to support representatives to both assist them with responding to clients and increase their knowledge of our complex and comprehensive software.

Responsibilities will include, but are not limited to:
-Offer excellent customer service assisting our clients with our software-as-a-service products via phone and email.
-Document all analysis within the tickets in Zendesk/TFS for tracking and traceability.
-Generate documentation for the support help file regarding troubleshooting steps for escalations received.
-Troubleshoot navigation, software usage, and system connectivity issues, escalating when necessary to ensure timely resolution.

Training:

On the job training.

Requirements:

• College Degree preferred
• Must have 3+ years of experience in tech, help desk, or software required
• Relevant industry experience preferred; car rental, dealership, travel, or software
• Experience troubleshooting and training customers on software products preferred
• Bilingual in Spanish preferred
• Proficient in MS Office products
• Excellent written and verbal communication skills
• Strong problem solving and follow-up abilities

Benefits:
Our associates receive medical, dental, vision, and life insurance. We also offer company contributions to your HSA, 6% match on 401(k), and a work/life balance with paid time off. At our Dayton office, you can take advantage of our great training programs and facility amenities, including onsite dining, onsite medical center, and our fitness center. We also offer a wide variety of sports and social leagues to participate in after work, along with volunteering initiatives through our Associate Foundation.

Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.