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Customer Experience Triage Analyst

Company: Verizon
Location: Irvine
Posted on: May 19, 2019

Job Description:

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.


Responsibilities
---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 organization.
---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 Relic).
---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 platforms.
---Knowledge of web technologies, including javascript frameworks, JSON, CSS, and HTML.
---Ability to write SQL queries to extract and transform data from Databases.
---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, Opinionlab, etc.
---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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