Position Title:Customer Experience AnalystLocation:Huntsville, ALSalary*:$50,000 - $60,000 *Dependent upon qualificationsSummit 7 is here to rise above the ordinary. The work we do here goes far beyond day-to-day projects - it further protects the US defense industrial base from cyber threats, fosters thought leadership and creates growth opportunities. Our support staff, sales team and technicians are all coming together to make a difference. We also recognize that you're a person with life beyond work, that's why we invest in meaningful health and welfare benefits such as:Excellent health benefits from BCBSSmile brighter with Ameritas dental benefitsSee into the future with our luxurious VSP vision benefitsPrepare for the long-haul courtesy of our 401k with company matching10 days' vacation, 7 days sick timeBonuses and salary increase potential via our certifications planWe do cool work here, defying expectations by simply being who we are - each of us makes an impact.Summary:The Customer Experience Analyst will work with the Customer Advocate Manager and other MSP/MSSP resources to ensure we maintain SLAs and customer satisfaction for our MSP/MSSP clients. This role will be a key part of maintaining SLAs, ensuring cases are handled efficiently and providing valuable insights to the Customer Experience Advocate and MSP/MSSP leadershipEssential Functions:Review case statusAssist in analyzing cases to determine areas of focus and improvementSupport root cause analysis under guidance from senior staffGather artifacts for strategic business reviews and client interactionsCommunicate with clients as required, escalating issues when appropriateDuties and Responsibilities:Collaborate and communicate effectively within a teamEnsure requests are routed to the proper resource quickly and efficientlyEnter all time and expenses as they occurPursue continuous education and technical skill development through outlets including industry standard certificationsSupport customer relationship efforts through timely, professional communicationEscalate complex issues to senior team members as neededDemonstrate professionalism with clients across channels, including phone, on-site, and through emails, to resolve all client requests/questionsProvide fast turnaround of client and internal requests as directedJob Specifications:RequiredAssociate or bachelor's degree in computer science or MIS from a reputable institute or equivalent practical 0-2 years of experience in a technical support, help desk, or MSP environmentFoundational understanding of Windows, Office 365, and general IT conceptsOptional / DesiredSecurity+ CertificationOffice 365 experienceInterest in developing technical troubleshooting and customer service skillsExport Control Notice: This position may involve access to information subject to U.S. export control laws, including the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (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. If a license is required, any offer of employment will be contingent upon the candidate'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.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 statusSummit 7 Systems requires background checks. Any offer of employment is contingent upon the results of a reference/background check. We are a drug and alcohol-free workplace and require pre-employment drug screening.