Customer Experience Analyst

Summit7; Alabama; Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

401k with match

Vacation - 10 days

Sick leave - 7 days

Bonuses via certifications

Job summary

Summit 7 Systems, LLC in Huntsville, AL招聘一位 Customer Experience Analyst，旨在维持服务等级协议(SLA)和客户满意度。该职位将与 Customer Advocate Manager及其他 MSP/MSSP 资源合作，提供对客户的洞察并推动高效案件处理。

该岗位要求具备IT基础知识，1–2 年相关工作经验，具备 Windows、Office 365 及常见 IT 概念的理解，能够在多渠道环境中与客户沟通并推动改进。

Qualifications

• Associate or bachelor’s degree in computer science or MIS 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.

Responsibilities

• 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.
• 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 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 to resolve requests.
• Provide fast turnaround of client and internal requests as directed.

Skills

Windows

Office 365

IT concepts

Education

Associate or Bachelor’s in CS or MIS

Job description

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 goes far beyond day‑to‑day projects – it further protects the U.S. 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 are a person with a life beyond work, which is why we invest in meaningful health and welfare benefits such as:

• Excellent health benefits from BCBS
• Smile brighter with Ameritas dental benefits
• 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.

Equal Opportunity

Summit 7 Systems, LLC 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.

Background Check

Summit 7 Systems requires background checks. Any offer of employment is contingent upon the results of a reference/background check. We are a drug and alcohol‑free workplace and require pre‑employment drug screening.