CX Support Architect: Customer Help & Problem Solver

Marvin; Eagan (MN); On-site; USD 56,964,000 - 75,975,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Paid parental leave

401(k) matching

Wellbeing account ($300)

Better Living Day!

Profit sharing

Volunteer opportunities

Brighter Days Fund

Job summary

Marvin is seeking a Customer Experience Support Analyst to provide front-line application support for customers and employees across Marvin CX systems, including Quote and Order Management, web apps, and mobile solutions.

The role handles multi-channel intake (phone, email, chat) with a focus on diagnosing issues, offering guidance, and ensuring an excellent customer experience. Collaboration across teams and knowledge-base updates are essential.

Qualifications

• 2 Year Degree or Equivalent Experience required.
• 2 Years Technology Support Experience desired.
• 2+ Years of Experience with Marvin Manufacturing is a significant plus.
• IT or Related Logical Problem-Solving Discipline beneficial.

Responsibilities

• Answer, evaluate, and prioritize inquiries from employees and customers via phone, email, business chat, and in-person.
• Follow CX Support Processes including ticket response/resolution and queue coverage.
• Diagnose problems, research, isolate, resolve, and follow up on routine issues; escalate complex ones.
• Advocate for the customer by identifying top concerns for leadership and development teams.
• Utilize Marvin Knowledge Base and create missing knowledge base solutions.
• Assist customers with knowledge articles, screen shares, and one-on-one guidance to resolve issues.
• Update Salesforce CRM with new user data, access changes, and permissions.
• Collaborate across CX teams to support new product launches and changes.

Skills

Multi-Channel Skills

Microsoft Excel

Written & Verbal Communication

Team Orientation

Education

2 Year Degree or Equivalent Experience

Tools

Marvin Applications

Microsoft Office Suite

Job description

Marvin is seeking a Customer Experience Support Analyst to provide front-line application support for customers and employees across Marvin CX systems, including Quote and Order Management, web apps, and mobile solutions.

The role handles multi-channel intake (phone, email, chat) with a focus on diagnosing issues, offering guidance, and ensuring an excellent customer experience. Collaboration across teams and knowledge-base updates are essential.