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IT Analyst

Humans Doing

This is a Full-time position in Atlanta, GA posted February 3, 2022.

Our client is looking for the next member to join their Customer Happiness Team! Our client is growing exponentially, more than 100% year-over-year, and there will be plenty of opportunities to grow your career, having a direct impact on customer-facing projects and innovations. Our client provides insurance and guest screening services for short-term rentals. Specializing in the travel industry, they have an exceptional client base and pride themselves on the personal relationships they have developed over the years.

As a Business Analyst, you will have the opportunity to not only work with the best pool of clients from a wide variety of backgrounds, but also be an integral part of exciting innovations in insurance technology. As the primary point of contact for new client technical and invoicing needs, your focus will be monitoring system health, and investigating and resolving reservation, property and billing issues. You will be working with the Onboarding and Technical Teams to make sure clients are setup correctly, reservations are processing accurately and invoices are accurate.

Job Requirements:

  • Monitor system health using database tools and spreadsheets.
  • Recognize and diagnose potential system problems. 
  • Investigate and resolve customer questions related to reservations, properties, policies and billings.
  • Support the company’s billing process by performing quality assurance processes to ensure accurate invoicing.
  • Resolve customer invoice questions to maintain high customer satisfaction.
  • Perform the technical integration of property management systems into the system following predefined company processes.
  • Respond to customer inquiries that may be due to missing data or require changes to a customer’s technical integration.
  • Partner with the company’s onboarding specialists to provide fast, high quality onboarding of customers.
  • Become an expert in how the company’s systems receive and process reservation data.
  • Become an expert in the Client Portal and various Property Management Systems.
  • Manage complex and ambiguous customer situations that require cross-department collaboration

Skills:

  • Software skills: expert level of knowledge in Microsoft Excel.
  • Knowledge of Microsoft Word and HubSpot or a similar CRM, preferred.
  • Experience using database analytics tools to identify and solve problems.
  • Tech-savvy, with a passion for client success.
  • Strong communication skills, both written and verbal
  • Friendly, patient, and personable demeanor with excellent phone skills
  • Self-sufficient with the ability to thrive working both remotely and in the office
  • Strong desire to grow a career in Customer Success
  • Should possess interpersonal, management, and decision-making skills

Experience with any of the following tools is a plus:

  • MongoDB Compass
  • Notepad++
  • Amazon Web Services
  • Postman
  • Domo
  • Jira
  • Hubspot
  • Google Suite

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