Wake Forest University - Winston-Salem, NC
posted 4 months ago
The Client Success Analyst plays a crucial role in ensuring end-user productivity by providing prompt, complete, and reliable solutions to various computer, application, and networking problems. This entry-level position is designed for individuals who are eager to develop their skills in a supportive environment. The analyst will handle incidents and service requests through established incident management and request fulfillment processes, aligning with the objectives of Client Services. The position requires a proactive approach to problem-solving and a commitment to delivering exceptional customer service. In this role, the Client Success Analyst will be responsible for providing accurate, timely, and creative solutions to end-user issues of moderate to complex nature. Support will be delivered through various channels, including on-site visits, email, chat, and phone support. The analyst will continually enhance their knowledge of the hardware and software applications utilized at Wake Forest University, ensuring they remain up-to-date with the latest technologies and practices. Documentation is a key aspect of this role, as the analyst will track and thoroughly document all problems and resolutions using ticketing software. Additionally, the analyst will represent the Client Services team in meetings and on projects as designated by the Associate Director of Client Services. A critical responsibility of this position is to maintain the security and confidentiality of any proprietary or sensitive information regarding the university, its students, faculty, or staff. Flexibility is essential, as the analyst must be available to work outside of normal business hours, including weekends and on-call duties.