Customer Success Analyst

Velocity A Managed Services Company
Holland, OH
30+ days ago

Job Description

The Customer Success Analyst is a technical admin support position in a fast paced environment that helps Velocity meet and exceed our customers needs. This role supports a larger team by responding to customer’s needs including but not limited to, order management, coordination of installations, and monitoring services for incidents and escalations. The role is a technical resource for the customer and customer accounts team to use for any new projects and day to day operational support.
Principal Duties and Responsibilities:
  • Help manage a portfolio of customers and their services that Velocity provides
  • Create, document, and maintain Velocity processes and standards
  • Process, upload and validate all customer orders into V Select portal
  • Internal and external customer reporting on carrier install and Velocity technician install dates
  • Responds to technical issues and assists with billing determinations
  • Monitor incident tickets/dispatches for trend analysis and escalations
  • Communicate with support team and leaders on how to improve process and procedures
  • All other duties as assigned
  • Minimum of a high school diploma, two to four years of college or equivalent post high school education or experience in computer networking is preferred
  • 1-2 years previous customer service experience is fast paced environment
  • Have a strong understanding of services and solutions that Velocity provides

Aside from working with a great team we offer some additional benefits:

  • Affordable Medical, Dental, Vision insurance, fast! Available the first day of the month after hire.
  • Generous Paid Time Off.
  • Company paid Holidays, including 1 floating holiday you pick when to use.
  • 401K with a 4% employer match that's 100% vested day 1.
  • Company sponsored Life Insurance and STD/LTD coverage.

About Velocity:

Founded in 2005, Velocity is a privately held company located in Holland, Ohio. Velocity delivers a single-source approach to managed services in the retail, hospitality, healthcare, and entertainment industries. With an in-house team of 500 experienced software development and engineering experts, Tier 1 to Tier 3 agents, field technicians, and dispatch coordinators, Velocity delivers customized, customer-focused, and best-in-class solutions by integrating the latest technologies into all its product offerings.

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.#LI-Remote


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