Analyst II - Remote

Overview

Brightspeed is searching for an Analyst II to join our team! As an Analyst II, this person is dedicated to the highest quality of service resolution delivered with trust, empathy, and care.

In Short

• Working with multiple departments and entities to provide viable resolutions in an expedient manner.
• Resolving executive level customer complaints filed with various executive officers and state or federal agencies.
• Serving as a strong, independent advocate and champion for Brightspeed customers and company processes.
• Save or retain customers through solving their issues and turning negative experiences into positive ones.
• Balance reactive problem solving and a strong initiative-taking, analytical focus.
• Identify root cause issues, work resolutions, and be a catalyst for change management efforts.

Requirements

• A bachelor’s degree preferred or equivalent experience.
• Excellent verbal and written communications skills, comfortable interfacing with customers, executives, and leadership personnel.
• Understand and are knowledgeable on key systems that you will use to research or analyze problems.
• 5+ years’ experience in or working within contact center operational support, or in an equivalent role.
• Ability to work independently, be self-driven, to meet and exceed the needs of our customers in a fast-paced, constantly changing environment.
• Ability to work various shifts, including evenings, mandatory overtime, and holidays if necessary.
• Strong knowledge in Microsoft Office products.

Benefits

• Competitive medical, dental, vision, and life insurance.
• Employee assistance program.
• 401K plan with company match.
• Comprehensive benefit program promoting overall wellness.