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Jobs at Matrix Solutions

Customer Support Analyst (Bilingual)

Location: Pittsburgh, PA

Type: Full Time

Min. Experience: Mid Level

Matrix Solutions is the leading global media ad platform provider. We are seeking an ambitious Customer Success Analyst with a strong customer service and technical background.  The qualified candidate must be highly motivated, energetic, and eager to deploy our software solutions and solve client issues.  The Customer Success Analyst is a “hybrid” support-delivery position and will work closely with both our Client Services team and client base.  This is a unique opportunity for a motivated individual to learn from our experienced team, solve problems for our premier client base and grow with our organization. 

This position reports to the Director of Client Services

What you will be doing:

  • Maintaining in-depth knowledge of current and future Matrix products and services with the ability to identify and drive revenue opportunities.
  • Work with Strategic Success Managers on assigned high-value clients in delivering both strategic account plan objectives as well as usage, adoption requirements.
  • Delivering training potentially onsite and remote/virtual.
  • Develop and maintain actionable Strategic Account plans for assigned accounts that outline critical success factors, metrics for success, potential issues and recommendations. Selling services to customers; including producing custom services offerings based upon customer-specific requirements and owning the creation and signature of the Statement of Work (the entire SOW lifecycle).
  • Own and drive adoption of our solution, new features, integrations and added-modules within assigned accounts; producing objective and reportable measurements of adoption.
  • Providing first and second level technical support to our clients.
  • Using critical thinking and troubleshooting skills to properly assess and diagnose client reported problems.
  • Managing the progress, and facilitating the resolution, of production support requests.
  • Proactively contacting and updating clients regarding issue status.
  • Providing assistance to customers through phone, chat, and email by troubleshooting and resolving technical issues regarding the Matrix product suite.
  • Performing technical services and assisting in the deployment of our solution to clients.
  • Performing data normalization; ensuring that data remains cleansed and highly actionable through sales intelligence reporting.
  • Utilizing SQL and proprietary tools to configure and modify customer databases
  • Other duties as assigned.

You should have:

  • A Bachelor’s Degree in a technical discipline
  • Account Management Experience
  • Speak fluently in Spanish and English
  • Ability to read and write in Spanish and English, at minimum
  • A strong understanding of and comfort with Microsoft technologies, applications, and operating systems, web technologies (e.g. IIS) and related tool sets
  • Experience with SQL (a plus, but not required)
  • Strong organization, time management, and multi-tasking skills
  • The ability to exercise sound judgment in any customer service scenario
  • Ability to quickly learn, analyze and resolve simple to complex application issues
  • Willingness and ability to exceed goals
  • Proven leadership ability with the ability to take direction from multiple constituents

You should also:

  • Be a true “team player” that enjoys challenges, is highly motivated and enjoys sharing ideas and recommendations
  • Have a strong customer focus and high attention to detail
  • Be very comfortable working in a technology environment and with clients
  • Have strong problem-solving skills coupled with reasoning to be able to resolve problems or offer alternate solutions
  • Be self-directed and results-oriented
  • Have a strong desire to contribute, learn and improve
  • Have excellent interpersonal and communication skills, both verbal and written
  • Be willing to work after hours and weekends, when appropriate

This position is eligible for remote employment.  

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