Customer Experience Platform Analyst (Hybrid)

Utica National Insurance Group
Any Location, NY
Job Description
The Customer Experience Platform Analyst will provide Tier-1 support for Talkdesk users, troubleshoot and resolve technical and operational issues, and maintain knowledge resources to ensure a positive user experience. The role will also involve working with the Talkdesk vendor support team and driving efficient issue resolution. Additionally, the analyst will be responsible for continuous improvement and support of internal user support, Talkdesk vendor ticket liaison, routine user and access requests, reporting and platform monitoring, and documentation and learning.

Requirements

  • Associate's Degree preferred
  • Less than 2 years of experience in an IT help desk, application support, contact center operations, or business support role
  • Hands-on exposure to Talkdesk, Genesys Cloud, Five9, NICE CXone, or Amazon Connect
  • Experience working as a contact center agent, QA specialist, or workforce coordinator
  • Experience with SSO, MFA, Active Directory, or Okta from a user or help-desk perspective
  • Prior experience in insurance or financial services

Benefits

  • Comprehensive Benefits Plan
  • Medical and Prescription Drug Benefit
  • Dental Benefit
  • Vision Benefit
  • Life Insurance and Disability Benefits
  • 401(k) Profit Sharing and Investment Plan
  • Health Savings Account (HSA)
  • Flexible Spending Accounts
  • Tuition Assistance, Training, and Professional Designations
  • Company-Paid Family Leave
  • Adoption/Surrogacy Assistance Benefit
  • Voluntary Benefits
  • Student Loan Refinancing Services
  • Care.com Membership with Back-up Care, Senior Solutions
  • Business Travel Accident Insurance
  • Matching Gifts program
  • Paid Volunteer Day
  • Employee Referral Award Program
  • Wellness programs
  • Personal Insurance Discount
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