Digital Experience Customer Support Analyst

Posted on March 26, 2020


Madison, WI

Position Details


Job Summary

Beacon Technologies is wanting to hire a Digital Experience Customer Support Analyst to work in Madison, Wisconsin.

Job Description

Digital Operations Specialist:

This role will be a part of the Integrated Digital Experience team, focused on digital (Web/mobile) operations. We are looking for a team player with exceptional attention to detail and problem-solving skills to work within our team of digital experience product owners. The core responsibility for this role will be to troubleshoot issues within our My Account and Mobile App experiences.
The operations role will bridge the gap between our call center and our technical teams. Taking second level tickets into triage and solving problems for our customers and communicating back and forth between the call center and our technical teams.

Duties and Responsibilities

  • Troubleshoot customer issues and respond to callers in a timely manner◦Navigate multiple systems to investigate
  • Follow up with callers on a set schedule
  • Triage feedback about My Account/MyAmFam App
  • Work with development team to identify/investigate defects
  • Maintain a list of current defects affecting customers
  • Communicate known issues to other teams
  • Coordinate planned outage messaging to users
  • Look for opportunities to improve processes

Desired Skills and Experience:

  • Core critical thinking skills including observation, interpretation, analysis, inference, and explanation
  • Excellent organizational and time management skills, with a demonstrated ability to meet deadlines
  • Strong communication and analytical skills required, including the ability to effectively interpret and articulate customer problems and solutions.
  • Demonstrated ability to exercise independent judgment in analyzing business challenges and making key business recommendations.
  • Proficient in Microsoft Office including Word, PowerPoint, Excel, Outlook

Education and Work Experience:

  • Experience handling multiple tasks and prioritizing with minimal guidance and instruction
  • Strong problem-solving skills and ability to adapt well in a fast-paced environment
  • Experience in digital customer service


About Beacon Technologies

Are you looking to advance your career in information technology? Beacon Technologies offers career advancement opportunities, extensive training, and excellent benefits including paying for health and dental premiums for salaried employees. In addition to providing interesting opportunities, Beacon Technologies provides that old fashioned, personal touch, so you feel like a part of the Beacon team.