Customer Experience Platform Analyst (Hybrid)

Essential Functions:

• Internal User Support- Act as Tier-1 support for Talkdesk users agents supervisors QA and workforce planners; Triage incoming requests through the internal help desk queue: login problems headset and device issues call-routing questions soft-phone errors and report access; Resolve common issues directly (password resets account unlocks role reassignments simple configuration tweaks) using documented runbooks; Escalate complex issues to the senior platform administrator or to Talkdesk Support with clear reproduction steps and business impact; Follow up with end users after resolution to confirm the fix and capture satisfaction feedback.
• Talkdesk Vendor Ticket Liaison- Serve as the day-to-day point of contact with Talkdesk Support; Open update and track support tickets with clear descriptions screenshots and reproduction steps; Maintain the ticket log status priority Talkdesk owner age and business impact and publish a weekly summary to the team; Chase stalled tickets and escalate Sev 1 / Sev 2 incidents to the manager and to Talkdesk account contacts; Attend Talkdesk office hours and release briefings; share relevant highlights back to the team.
• Routine User & Access Requests- Set up new user accounts update roles when people change jobs and disable accounts when employees leave following documented checklists; Apply standard role templates (agent supervisor QA); route non-standard access requests to the senior administrator; Support quarterly access reviews: pull user lists route to managers for sign-off and track completions; Keep the license tracker current and flag when approaching limits.
• Reporting & Platform Monitoring- Run standard daily and weekly reports for contact center supervisors (service level abandon rate AHT call volume schedule adherence); Perform a morning health check of queues integrations and key dashboards; post a short status update to the team channel; Spot anomalies (queue backups integration failures reporting gaps) and raise them promptly; Partner with the analytics team on ad-hoc data pulls for voice-of-customer and customer experience work.
• Documentation & Learning- Keep the troubleshooting knowledge base and runbooks current based on tickets resolved; Draft step-by-step user guides for common tasks (updating availability accessing voicemail running reports); Complete Talkdesk Administrator Certification within the first six months.
• Performs other duties as assigned.
• Conforms with all corporate policies and procedures.

What You Will Need:

Education: Associates Degree preferred.

Experience: Less than 2 years- 12 years in an IT help desk application support contact center operations or business support role required; Any hands-on exposure to Talkdesk Genesys Cloud Five9 NICE CXone or Amazon Connect. preferred; Experience working as a contact center agent QA specialist or workforce coordinator preferred; Experience with SSO MFA Active Directory or Okta from a user or help-desk perspective preferred; Prior experience in insurance or financial services preferred.

Salary: $50000-$65000

The final salary to be paid and position within the internal salary range is reflective of the employees work experience their geographic location education certification(s) scope and responsibilities in the role and additional qualifications.

Benefits:

We believe strongly that talented people are core to our success and are attracted to companies that provide competitive pay comprehensive benefits packages career advancement and challenging work opportunities. We offer a Comprehensive Benefits Plan for full time employees that include the following:

• Medical and Prescription Drug Benefit
• Dental Benefit
• Vision Benefit
• Life Insurance and Disability Benefits
• 401(k) Profit Sharing and Investment Plan(Includes annual Company financial contribution and discretionary Profit Sharing contribution based upon annual company financial results)
• Health Savings Account (HSA)
• Flexible Spending Accounts
• Tuition Assistance Training and Professional Designations
• Company-Paid Family Leave
• Adoption/Surrogacy Assistance Benefit
• Voluntary Benefits - Group Accident Insurance Hospital Indemnity Critical Illness Legal ID Theft Protection Pet Insurance
• Student Loan Refinancing Services
• Membership with Back-up Care Senior Solutions
• Business Travel Accident Insurance
• Matching Gifts program
• PaidVolunteer Day
• Employee Referral Award Program
• Wellness programs
• Personal Insurance Discount

Additional Information:

This position is a full time salaried exempt (non overtime eligible) position.

As part of our hiring process candidates who have accepted a formal offer must be willing to undergo a comprehensive background check and drug screen; additional screening for credit or MVR may be required for some positions.

Utica National is an Equal Opportunity Employer.

Apply now and find out what its like to be a part of an amazing team thrive in an exciting environment and work for a company you can be proud of. Once you complete your application you can monitor your status in the hiring process by logging into your profile. A representative from our Talent Acquisition team will be in touch regarding any change in your candidacy.

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Required Experience:

IC