Customer Experience Analyst

Summit 7; United States; On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health benefits (BCBS)

Dental benefits (Ameritas)

Vision benefits (VSP)

401k with company matching

10 days vacation

7 days sick time

Bonuses and certifications plan

Job summary

Summit 7 Systems, LLC in Huntsville, AL is seeking a Customer Experience Analyst to work with the Customer Advocate Manager and MSP resources to ensure SLAs and customer satisfaction for our clients. This role emphasizes efficient case handling and providing leadership with valuable insights.

The position requires a foundation in Windows and Office 365, along with strong communication skills and a proactive approach to continuous learning and certifications.

Qualifications

• Associate or bachelor’s degree in computer science or MIS, or equivalent practical experience (0–2 years) in a technical support, help desk, or MSP environment.
• Foundational understanding of Windows, Office 365, and general IT concepts

Responsibilities

• Review case status
• Analyze cases to identify focus areas and improvement opportunities
• Support root‑cause analysis under guidance from senior staff
• Gather artifacts for strategic business reviews and client interactions
• Communicate with clients and appropriately escalated issues
• 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, including obtaining 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 email, to resolve all client requests and questions
• Provide fast turnaround of client and internal requests as directed

Skills

Customer service

Analytical thinking

Communication skills

Windows

Office 365

Education

Associate or Bachelor’s degree in computer science or MIS, or equivalent practical experience (0–2 years) in a technical support, help desk, or MSP environment

Tools

Microsoft Office 365 suite

Job description

Position Title

Customer Experience Analyst

Location

Huntsville, AL

Salary

$50,000 - $60,000 per year

Benefits

• Excellent health benefits from BCBS
• Smile brighter with Ameritas dental benefits
• See into the future with VSP vision benefits
• Prepare for the long‑haul courtesy of our 401k with company matching
• 10 days of vacation
• 7 days of sick time
• Bonuses and salary increase potential via our certifications plan

Summary

The Customer Experience Analyst works with the Customer Advocate Manager and other MSP/MSSP resources to ensure we maintain SLAs and customer satisfaction for our clients. This role is key to maintaining service levels, handling cases efficiently, and providing valuable insights to leadership.

Essential Functions

• Review case status
• Analyze cases to identify focus areas and improvement opportunities
• Support root‑cause analysis under guidance from senior staff
• Gather artifacts for strategic business reviews and client interactions
• Communicate with clients and appropriately escalated issues

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, including obtaining 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 email, to resolve all client requests and questions
• Provide fast turnaround of client and internal requests as directed

Required Qualifications

• Associate or bachelor’s degree in computer science or MIS, or equivalent practical experience (0–2 years) in a technical support, help desk, or MSP environment
• Foundational understanding of Windows, Office 365, and general IT concepts

Desired Qualifications

• 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 ITAR or 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 and, if so, the offer of employment will be contingent upon the applicant’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.

EEO and Background Check Statements

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.

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