Job Directory NA Client Support Analyst

NA Client Support Analyst
Chicago, IL

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About

Job Description

What You Will Do:

As part of the North American (NA) Client Support team, the NA Client Support Analyst will provide complete client support services to a diverse client base. This individual will be a key contributor to providing our client accounts support services through the daily resolution of system-reported and/or client concerns regarding missing or suspect traffic data. This individual will also actively provide phone support to clients with questions about ShopperTrak systems, as well as field technicians, to resolve technical issues at client installed locations. In addition, the individual will work closely with members of the Operations Department to identify problems or inconsistencies with data and/or data analysis tools to ensure the continued accuracy of the traffic data provided. This individual will also work closely with other department resources to ensure a collaborative, inviting, and inclusive work environment.

How You Will Do It:

1. Fielding calls from the NA Client Support line related to

a. Client data accuracy concerns

b. ShopperTrak product support questions

c. Service technician call support

d. Open help ticket statuses

2. Remotely troubleshooting support Cases for client locations related to

a. Variance

b. Missing data

c. High/low counts (accuracy)

3. Providing client site service through the dispatch of service parts and/or needed field technicians to ensure timely repair of non-functioning sites

4. Documenting all client support work in the Remedy CRM system

5. Viewing and analyzing videos to diagnose accuracy/variance issues and ensure data integrity

6. Other duties as assigned

What we look for

Required

* Bachelor's Degree in Information Technology, Business Administration or a related discipline preferred.

o Other combinations of experience and education that meet the minimum requirements may be substituted, as determined by management.

* Remedy CRM experience
* Client Support experience in technology and/or retail environment
* Technical repair and troubleshooting experience (in telecom, data, and cabling)

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.

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