Customer Service Systems Analyst - Remote

Overview

As a pivotal figure within Zenni's award-winning Operational Excellence Customer Service team, we are seeking a highly skilled Systems Analyst/Administrator with a focus on customer service operations. Reporting to the Sr. Manager, Operational Excellence, the ideal candidate will be responsible for the implementation, management, and optimization of the tools and systems crucial to our customer service department.

In Short

• Lead assessment and implementation of new customer service tools.
• Manage day-to-day operations of customer service systems.
• Optimize system performance and streamline processes.
• Provide training and support to customer service teams.
• Utilize data analytics for reporting and insights.
• Collaborate with IT teams and stakeholders.
• Ensure compliance with regulatory requirements.
• Stay updated on industry trends.

Requirements

• 5+ years of experience in systems analysis or administration.
• Proficiency in customer service tools like CCaaS systems.
• Strong analytical skills for technical solutions.
• Excellent communication and interpersonal skills.
• Knowledge of industry regulations and security practices.
• Experience with data analysis tools like SQL or Tableau is a plus.

Benefits

• Annual Bonus Program.
• 100% medical, dental, and vision coverage for employees.
• 401k with 4% employer match.
• Generous PTO including a Week of Zen.
• Fully Paid Parental Leave.
• Tech Stipend of $50 per payroll.
• Annual Zenni Gift Card.