Remote CSS Support & Operations Analyst

M9 Solutions LLC.; United States; Remote; USD 100,000 - 115,000; Full time

Job summary

M9 Solutions LLC is seeking a CSS Support Operations Analyst to work remotely in support of a contract for a client located in Washington, DC. Must be a U.S. citizen or lawful permanent resident.

The role handles customer inquiries via a ticketing system, collaborates with engineers to root cause issues, documents platform workflows, and develops tooling to scale enablement while maintaining accurate training materials.

Qualifications

• U.S. citizen or lawful permanent resident with work authorization.
• Strong operational skills with the ability to manage high-volume workflows with attention to detail.
• Excellent English writing and communication for technical and non-technical users.
• Willingness to quickly learn platform/workflows and work independently.

Responsibilities

• Handle customer inquiries through the ticketing system to maximize outcomes of deployed products and workflows.
• Collaborate with product engineers, implementation teams, and other enablement engineers to root cause and fix problems.
• Identify and resolve technical issues by reproducing client-reported problems and employing a systematic approach to troubleshooting.
• Develops a deep understanding of the platform's applications.
• Keeps Foundrytraining materials updated with latest product changes.
• Operates and builds tooling and infrastructure to scale customer enablement.

Skills

Operational skills

Customer support

English writing

Independent work

High-volume workflows

SQL

Pyspark

Java

TypeScript/JavaScript

Education

CS/Engineering/IS background

Job description

M9 Solutions LLC is seeking a CSS Support Operations Analyst to work remotely in support of a contract for a client located in Washington, DC. Must be a U.S. citizen or lawful permanent resident.

The role handles customer inquiries via a ticketing system, collaborates with engineers to root cause issues, documents platform workflows, and develops tooling to scale enablement while maintaining accurate training materials.