Customer Experience Triage Analyst
Posted on: May 19, 2019
What you'll be doing... Verizon is actively searching for a
Customer Experience Triage Analyst to join our Digital Operations
team. This position requires a background in understanding and
measuring web and mobile customer journeys, and thorough knowledge
of digital practices - both technical and business. The qualified
candidate will manage the identification and timely resolution of
production issues through the repeated analysis of customer
feedback from multiple sources.
---Review and prioritize customer feedback from various sources
(Voice of Customer, chat transcripts, customer call transcripts,
executive escalations, etc.).
---Leverage Customer Experience tools to translate customer
feedback issues to business impact across the digital customer base
and work with broader teams for root cause and resolution.
---Drive a matrixed team comprised of business users, developers
and other technology partners outside of your direct team, across a
broad range of business functions, and at all levels of the
---Follow issues along a technical and/or business process workflow
to define a problem and solve it.
---Generate daily/weekly/monthly reports that showcase
prioritization of identified issues, average time to close rate,
breakdown of overall defect severity, impact to business, etc.
---Assist in defining and driving the platform and strategy for
Digital Customer Experience tools (e.g. Tealeaf, Glassbox, New
---Leverage Customer Experience tools to build and develop reports,
funnels and dashboards to track key business KPIs, errors, and
areas of customer struggle.
---Serve as a Customer Experience tool SME to both train and assist
business partners to drive tool adoptionWhat we're looking for...
You are a demonstrated leader who can effectively own and
prioritize multiple work streams as well as adapt during sometimes
pressured situations. You display initiative and resourcefulness in
achieving goals, but are also comfortable brainstorming and sharing
ideas in a team environment. You will have excellent communication
skills with the ability to speak effectively to both internal and
external stakeholders. You are able to partner across multiple
business, engineering and product teams.
You'll Need To Have
---Bachelor's degree or four or more years of work experience.
---Six or more years of relevant work experience.
Even Better If You Have
---Bachelor's degree in Computer Science or related discipline.
---Knowledge of digital architectures and supporting technologies
including: Java/J2EE, AWS, databases such as Cassandra, big data
solutions such as Hadoop.
---Understanding of network topology, data center architecture and
end to end architecture of Customer Experience analytics
JSON, CSS, and HTML.
---Ability to write SQL queries to extract and transform data from
---Ability to conduct code stack execution analysis in Application
Performance Management tools such as Dynatrace and New Relic.
---Experience building events, reports, dashboard in Customer
Experience tools (e.g. Tealeaf, Glassbox, Quantum Metric,
UserReplay). Glassbox experience.
---Four or more years of experience with website and digital
production support and/or QA testing.
---Four or more years working in the digital space with knowledge
of website and mobile customer journeys.
---Knowledge of digital platforms and tools, including: Adobe
Experience Manager, Adobe Target, Dynatrace, New Relic, Medallia,
---Ability to relate a technical issues to business impact (and
vice versa); drive needed results.
---Ability to fully understand and navigate back-end engineering
processes and information.When you join Verizon... You'll be doing
work that matters alongside other talented people, transforming the
way people, businesses and things connect with each other. Beyond
powering America's fastest and most reliable network, we're leading
the way in broadband, cloud and security solutions, Internet of
Things and innovating in areas such as, video entertainment. Of
course, we will offer you great pay and benefits, but we're about
more than that. Verizon is a place where you can craft your own
path to greatness. Whether you think in code, words, pictures or
numbers, find your future at Verizon.Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our
employees' differences,including race, color, religion, sex, sexual
orientation, gender identity, national origin, age, disability, and
Veteran status. Different makes us better.
Keywords: Verizon, Irvine , Customer Experience Triage Analyst, Professions , Irvine, California
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