Customer Experience Analyst - Insights & Satisfaction

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

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.