Client Services Analyst

Role Overview

• Deliver comprehensive support via tickets, email, and phone with responsive, helpful service
• Document all customer interactions in detail to facilitate resolution and maintain historical reference
• Respond to inquiries professionally across all communication channels
• Track customer issues thoroughly in JIRA, capturing all relevant information
• Update ticket status proactively to keep customers informed and drive resolution
• Meet or exceed SLAs for response times
• Troubleshoot and resolve client issues using detailed product knowledge
• Conduct root cause analysis to identify, triage, and escalate issues appropriately
• Replicate customer problems to diagnose and resolve technical challenges
• Deliver technical support or training to clients on tools and product features
• Make informed decisions under pressure while managing multiple priorities
• Configure client sites or features when requested using available instructions
• Escalate complex issues to appropriate teams following established guidelines
• Serve as primary point of contact for assigned clients
• Lead regular client support status meetings
• Build strong relationships through transparent communication and consistent follow-through
• Create and refine Knowledge Base articles for frequently reported issues
• Document client interactions, solutions, FAQs, and processes with strong attention to detail
• Identify process improvement opportunities and propose innovative solutions
• Recommend workflow enhancements to boost client satisfaction and operational efficiency
• Partner with cross-functional teams to resolve cases and address client needs
• Communicate client requirements to internal stakeholders regarding product roadmaps
• Share knowledge and best practices within the team
• Maintain expertise on Silverchair's tools, services, and application methods
• Leverage AI tools to enhance workflow efficiency, automate repetitive tasks, and drive accurate case resolution
• Support team and department needs, and Silverchair's broader business objectives
• Participate in periodic 24/7 on-call rotation
• Contribute to special projects, peak workload periods, and cross-departmental initiatives

Requirements

• Two-year undergraduate degree in computer science, information science, or related field (or equivalent experience)
• Technical or customer support experience with a software/technology company
• STEM publishing industry experience (preferred)
• Solid understanding of XML, SQL, and Microsoft applications
• Proficiency with CRM and ticketing systems (JIRA, Zendesk, ServiceNow, Confluence)
• Strong troubleshooting abilities beyond basic Tier 1 support
• Familiarity with networking protocols, DNS, system logs, APIs, and user configurations
• Ability to learn new tools and techniques efficiently

Tech Stack

• DNS
• ServiceNow
• SQL

Benefits

• None specified